| 关于感知质量的探讨 |
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| 引用本文： | 汪泉发. 关于感知质量的探讨[J]. 世界标准化与质量管理, 2011, 0(7): 53-56 |
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| 作者姓名： | 汪泉发 |
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| 作者单位： | 贝尔罗斯广州电子有限公司,广东广州,510760 |
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| 摘 要： | 感知质量是顾客对产品（服务）质量的感知效果，对顾客满意至关重要。文章将赫兹伯格的双因素理论作为感知质量的理论基础，来解释顾客满意的3种状态，并进一步得出只有具备质量激励因素的产品和服务，才更容易引起顾客的注意，并超越顾客的期望。
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| 关 键 词： | 感知质量 顾客期望 双因素理论 质量激励因素 |
Discussion on Perceived Quality |
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| WANG Quan-fa. Discussion on Perceived Quality[J]. World Standardization & Quality Management, 2011, 0(7): 53-56 |
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| Authors: | WANG Quan-fa |
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| Affiliation: | WANG Quan-fa (Perlos Guangzhou Electronic Co., Ltd., Guangzhou 510760, China) |
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| Abstract: | Perceived quality is defined as the perception to product/service quality from customers or end-users, which is strongly related to customer satisfaction. Herzberg＇ s Two Factor Theory is applied to explain the three levels of customer satisfaction. The conclusion is only the product/service with Quality Motivator can attractmore attention from customers and exceed customer expectation. |
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| Keywords: | perceived quality customer expectation Two Factor Theory Quality Motivator |
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