摘要
指出了服务质量具有多重属性,既可以是消费者对自己所获得的满足感的评价,也可以是服务提供者对消费者所获得的满足感的评价。分别从过程质量与结果质量、硬件质量与软件质量、主观质量与客观质量、内部质量与外部质量、交互质量与单向质量等角度,剖析了服务质量的内涵。
The multi - attribution of the service quality was pointed out, which is not only the evaluation of the consumers＇satisfaction, but also the evaluation of the satisfaction from the service providers. From the aspects of the process quality and result quality, hardware quality and software quality, objectivity quality and subjectivity, internal quality and external quality as well as the interactive quality and unilateral quality, the connotation of the service quality was expounded.
出处
《武汉理工大学学报（信息与管理工程版）》
CAS
2008年第1期165-168,共4页
Journal of Wuhan University of Technology：Information & Management Engineering
