| Kano模型和服务质量差距模型的比较研究 |
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| 引用本文： | 魏丽坤. Kano模型和服务质量差距模型的比较研究[J]. 世界标准化与质量管理, 2006, 4(9): 10-13 |
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| 作者姓名： | 魏丽坤 |
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| 作者单位： | 兰州商学院,730020 |
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| 摘 要： | Kano模型和服务质量差距模型在顾客感知质量方面各具特色但又异曲同工。比较两者的异同,整合其优势,并结合管理实践进行理论创新,对促进质量管理本土化,提高我国服务质量管理水平具有积极的意义。
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| 关 键 词： | Kano模型 服务质量差距模型 比较 创新 |
| 收稿时间： | 2006-06-19 |
| 修稿时间： | 2006-06-19 |
A Comparative Study on Kano Model and Gaps Model of Service Quality |
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| Wei Likun. A Comparative Study on Kano Model and Gaps Model of Service Quality[J]. World Standardization & Quality Management, 2006, 4(9): 10-13 |
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| Authors: | Wei Likun |
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| Abstract: | Both Kano model and Gaps model have particular but similar features on customer perceived quality. Comparing similarities and differences,integrating both advantages and making theory innovation combined with management practice have a positive significance to promote the nationalization and to improve the level of service quality management in China. |
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| Keywords: | Kano model Gaps model comparation innovation |
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