| 服务质量差距分析与对策研究 |
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| 引用本文： | 南剑飞,熊志坚,赵丽丽. 服务质量差距分析与对策研究[J]. 世界标准化与质量管理, 2002, 0(9): 8-11 |
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| 作者姓名： | 南剑飞 熊志坚 赵丽丽 |
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| 作者单位： | 西南石油学院工商管理学院,637001 |
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| 摘 要： | 论述了服务质量差距分析的意义，分析了服务质量差距的表现状态、特点、模型和成因等，最后提出了缩小或消除服务质量差距的具体对策。
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| 关 键 词： | 服务质量 服务质量差距 企业管理 顾客满意度 |
A Research on the Analysis of Service Quality Gap and Countermeasures |
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| Nan Jianfei. A Research on the Analysis of Service Quality Gap and Countermeasures[J]. World Standardization & Quality Management, 2002, 0(9): 8-11 |
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| Authors: | Nan Jianfei |
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| Affiliation: | Nan Jianfei |
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| Abstract: | The paper describes the reasons and significance of analyzing service quality gap,then analyzes its representative state,characteristics,mode and its reasons in detail,finally points out the definite countermeasures of lessening or eliminating service quality gap in order. |
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| Keywords: | service service quality service quality gap analysis countermeasure |
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