作　　者： ;

机构地区： 天津商学院管理学院

出　　处： 《天津商学院学报》 2005年第2期27-32,共6页

摘　　要： 在对现有文献进行回顾的基础上,借鉴Hofstede的文化价值模型和SERVQUAL评价方法,通过实证研究分析了顾客的文化价值取向对其评价服务质量的影响。结果发现,顾客的文化价值取向不同,对同一项服务的评价也不同,这就要求服务性企业根据顾客的文化价值取向来制定相应的战略。 Service Quality Management is the most important sector of service management and attention has been drawn by the researchers and enterprises of this field. Therefore, it is useful for us to do some profound study on this subject. This paper which is based on the review of previous literature explores the effect of consumers’ values orientation on their evaluation of service quality by the methods of Hofstede’s value dimensions and SERVQUAL. It concludes that different value orientation leads to different evaluation of the same service quality. Furthermore, the paper also provides some theoretical foundations for the service enterprises implementing marketing strategies.

关 键 词： 服务质量 文化价值取向 评价方法

领　　域： [经济管理] [经济管理]