摘要
制定基于顾客感知价值的服务标准具有重要的意义。文章对服务期望和服务感知质量进行了分析,并在服务质量5个维度的基础上将顾客定义的服务标准类型分为"软"标准和"硬"标准,以其在快递业中的应用为例进行了阐述。文章为服务业标准的制定提供了理论上的借鉴和实践上的支撑,有助于提高标准制定的科学性。
Formulating service standardization which based on the c^stomer perceived value has an important meaning. This paper analyses the service expectations and service perceived quality. Based on the five dimensions of the quality of service, it divides the service standard types which defined by the customer into ＂soft＂ and ＂hard＂ standard, and it applies the theory into the express industry. This paper provides a theoretical reference and practical support for the formulating of the service industry standards, and is helpful to improve the scientifiealness of the formulating of the standards.
出处
《中国标准化》
2013年第1期63-66,共4页
China Standardization
基金
浙江省自然科学基金项目"服务品牌"培育机理与绩效测度研究:以浙江服务业为例"(Y6090373)
浙江省高校人文社科重点研究基地--"标准化与知识产权管理"重点资助课题"顾客感知价值视角下服务标准化与服务品牌构建的嵌套和耦合机制研究"的阶段性研究成果
"浙江省标准化与知识产权管理人文社科重点研究项目"帮助
关键词
顾客感知价值
服务标准
硬标准
软标准
customer perceived value, service standard, hard standard, soft standard
