导　　师： 唐东平;刘良玉

学科专业： 1201

授予学位： 硕士

作　　者： ;

机构地区： 华南理工大学

摘　　要： 随着我国经济的高速发展，会展业已被我国许多大中城市列入重点发展的行业，并日益向国际化、专业化、规模化和品牌化方向迈进。目前，我国展览会的数量和面积均已经超过国际上的展览强国，但相对于展馆硬件条件的规模发展和规模庞大，我国展会服务的发展仍属于初级阶段，与国外的会展行业比较完善的服务相比较，而我国仍处于发展中阶段。为了解客户对会展服务的感受，并有针对性采取改进措施，提升服务质量水平，因此，我国的会展行业也需要一个科学实用的服务质量测评体系来控制和完善其运营管理工作。 目前，国内外学者对会展项目现场客户服务质量测评体系研究较少，相关实证研究也不多，各类会展企业的客户服务质量测评工作仍处于起步阶段，针对这一问题，笔者结合自身的工作背景，选择会展现场服务的角度，从PZ会展中心客户服务质量测评体系中进行研究。 本文运用SERVQUAL模型，并根据SERVQUAL模型在各个服务领域的广泛应用，设计构建了PZ会展中心客户服务质量测评体系。依据会展业服务的特点，设计了六个指标下的25项二级指标体系。最后，以广州国际家具博览会项目进行了方法的验证和案例研究分析，从会展项目的主办及承办方、参展商、采购商、观众共四类主要服务对象中，选择从参展商的角度进行测评应用，通过设计问卷、调查实施、数据分析等环节，对PZ会展中心客户服务质量进行比较系统和完整的测评，对模型进行了验证，为PZ会展中心提高现场服务质量提供可靠的依据，并具有较高的实用价值。 With the rapid development of China economy, the exhibition has been a lot of ourcountry large and medium-sized city included in the focus on the development of industry,and increasingly to the internationalization, specialization, scale and brand direction. Atpresent, China's exhibition of number and area were already exceeded the InternationalExhibition on the country, but compared with the hardware conditions and large scaledevelopment, China exhibition service development is still in the primary stage, and overseasexhibition industry more perfect service comparison, but our country is still in thedevelopment stage. In order to understand the customers on the exhibition service experience,and targeted measures, improve service quality level, therefore, China's exhibition industryalso needs a scientific and practical evaluation system of service quality to control andimprove the operation and management work. At present, domestic and foreign scholars on the project site customer service qualityevaluation system study is less, the relevant empirical research is not much also, all kinds ofexhibition enterprise customer service quality evaluation work is still at the initial stage, inorder to solve this problem, the author unifies own work background, choose the exhibitionsite service point of view, from the PZ convention center customer service quality evaluationsystem for research. This paper uses the SERVQUAL model, and according to the SERVQUAL model invarious service areas of the extensive application, designed the PZ convention centercustomer service quality evaluation system. Based on the exhibition industry servicecharacteristics, design of six indexes of25two level index system. Finally, in the GuangzhouInternational Furniture Fair Project for method validation and case study analysis, fromproject sponsors and organizers, exhibitors, buyers, the audience in all four kinds of mainservice object, select from the exhibitors perspective assessment application, through thedesign of questionnaire, investigation, data analysis and other aspects of the implementation,the PZ Convention and exhibition center customer service quality comparison system andcomplete evaluation, to verify the model, for the PZ convention center to improve servicequality to provide a reliable basis, and has high practical value.

关 键 词： 会展行业 客户服务质量 测评体系

分 类 号： [F713.83]

领　　域： [经济管理] [经济管理]