基于认证行业的B2B服务质量测评模型研究被引量：7

A Study on Measuring Service Quality in B2B Context Based on Certification Service Industry

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摘要在Indserv量表基础上,基于认证服务行业实际,本研究构建起B2B情境下的服务质量测评模型。模型不仅测度了服务过程质量和服务结果质量,还将企业潜在的服务能力纳入到了测评体系当中。通过对近800位国内管理体系认证客户的问卷调查,模型的有效性得到了实证检验。进而,本文应用该模型对认证行业的服务质量特性进行了分析。研究结果表明,不同类型的认证客户,服务质量评价的差异相当显著。在当前中国认证市场中,认清行业发展现状,正确理解客户需求,对于认证机构极为重要。 Based on certification service industry, this paper puts forward a new B2B service quality scale on the basis of the Indserv scale. The model not only evaluates the service process quality and the service result quality, but also measures the enterprise’latent service ability. Through a large-scale questionnaire survey on nearly 800 certification customers, the authors empirically test this model. Then, the authors explore and analyze quality characters of certification service industries using this developed model. The results of variance analysis show that different customers’quality evaluations levels are significantly different. In the current certification market, fully understanding the developmental status and clearly understanding the needs of customers are extremely important.

作者苏秦崔艳武党继祥

机构地区西安交通大学管理学院机械制造系统工程国家重点实验室中国标准化研究院中国质量认证中心西北评审中心

出处《管理评论》 CSSCI 北大核心 2010年第7期105-113,128,共10页 Management Review

基金国家自然科学基金项目(70672056 70472037) 新世纪优秀人才支持计划项目(NCET-04-0937)

关键词服务质量评估 B2B Indserv量表认证服务 services quality evaluation B2B Indserv scale certification service

分类号 F713.36 [经济管理—产业经济]

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