行业视角的服务质量影响因素研究

服务质量管理研究取得了不少成果,为服务企业的质量改进提供了大量有益的建议,却鲜见解释为何不同服务行业之间存在明显的服务质量水平差异.在服务质量相关研究成果的基础上,运用进化博弈理论,结合现实背景分析了行业整体服务质量存在的差异情况及影响因素.研究发现行业市场结构是服务行业整体性质量水平的主要影响因素,服务需求的必需程度则是重要的调节因素,基于此构建的服务行业分类矩阵,可作为服务行业质量整体性改进的信息参考.

Factors Influencing Integral Level of Service Quality in Different Service Industries

Research on service quality management has got great achievements in recent years,providing great amount suggestions for service firms.There is rare explanation, however,about the reason why service quality is on the different level in different service industries.Based on literatures about service quality,the evolution game theory has been employed to analysis the problem,followed by interpreting the phenomenon and influence factors in context of reality. Study has found that market structure is the main influence factor while necessary extent of service demand is an important adjustment factor for service quality diversity in different service industries.Based on the above mentioned factors,we also have constructed a classification matrix of service industries which is useful implication for a service industry improving its service quality.