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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 the Indserv scale, based on the reality of the certification service industry, this study constructed a service quality assessment model under the B2B situation. The model not only measures the quality of the service process and the quality of the service results, but also incorporates the company’s potential service capabilities into the evaluation system. Through a questionnaire survey of nearly 800 domestic management system certification customers, the validity of the model has been empirically tested. Furthermore, this paper applies this model to analyze the service quality characteristics of the certification industry. The research results show that there are significant differences in the evaluation of service quality among different types of certified customers. In the current Chinese certification market, it is extremely important for certification organizations to recognize the current status of industry development and correctly understand customer needs.