摘要
服务质量不仅取决于企业实际提供的功能质量和技术质量,而且还取决于顾客的期望与感知之间的对比。本文分析了顾客感知的五个维度、顾客期望的三种类型及其控制、感知与期望之间的差距,并提出了相应的对策。
Service quantity is not only on functional quality and technical quality which enterprises provide,but on contrast between customer expectation and customer perception as well. This paper analyzed five dimensions of customer perception, the three kinds of customer expectation , how to controll them, what kind of a tap between customer perception and customer expectation. It brings forward some countermeasures.
出处
《中国质量》
2004年第8期21-23,共3页
China Quality
