结果质量与过程质量探析

服务营销专家格罗鲁斯认为，服务质量包括两方面内容：结果质量与过程质量。但对于结果质量与过程质量孰轻孰重，是一个在理论上和实际生活中都未能很好解决的问题。文章在回顾相关理论的基础上，认为判断服务结果质量与过程质量孰轻孰重不能一概而论，而应综合考虑行业、顾客和社会文化等因素，将提升服务质量的努力放在不同的方面。

A Probe into Outcome Quality and Process Quality

Gronroos,an expert on services marketing,thought that there are two factors of service quality:the outcome quality amd the process quality,but the question that which is more important has not been answered in theory and in our life. On the basis of relevant theories,combined with such factors as industry,customers and social cultural,this paper makes a classification of which one is more important.