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随着经济社会的快速发展,我国建材产业的发展也是十分迅速。就建材企业的服务品质而言,由于服务本身具有无形性、不可分离性、异质性与即逝性等特性,使得其较不容易衡量。因此,了解顾客对服务品质的重视度以及实际购买后所产生的购后行为,可以提升服务品质以获得竞争优势。有鉴于此,本文以服务营销领域中的服务品质为主题,来探讨顾客对建材企业服务品质的认知与实际感受程度,以及其与购后行为意向的关系。
With the rapid economic and social development, China’s building materials industry is also very rapid development. As far as the service quality of building materials enterprises is concerned, the service itself is less measurable due to its characteristics of invisibility, inseparability, heterogeneity and fleetingness. Therefore, knowing customers’ attention to service quality and post-purchase behaviors after actual purchase can improve service quality to gain competitive advantage. In view of this, this article focuses on the service quality in the field of service marketing to explore the customers’ perceptions and actual feelings about the service quality of building materials enterprises and their relationship with post-purchase behavioral intentions.