| 服务质量要素对顾客满意度的影响——以性别及关系长度的调节效果为中心 |
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| 引用本文： | 李静,郑用吉[韩].服务质量要素对顾客满意度的影响——以性别及关系长度的调节效果为中心[J].延边大学学报,2010(6):111-116. |
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| 作者姓名： | 李静 郑用吉[韩] |
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| 作者单位： | [1]延边大学经济管理学院,吉林延吉133002 [2]韩国国立忠南大学经商大学,韩国大田305754 |
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| 摘 要： | 服务质量可以划分为互动质量、实体环境质量和产出质量。根据不同性别以及关系长度之间的调节效果来检验三种服务质量要素对顾客满意度的影响效果，结果发现：不同性别和关系长度的顾客感知的互动质量以及产出质量对顾客满意的影响效果有显著差异。通过借鉴这些研究结果，服务业管理者可以更有效地改善服务质量，提高顾客满意度。
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| 关 键 词： | 服务质量 顾客满意度 性别 关系长度 |
Key Factors of Service Quality vs. Customer Satisfaction——Centering on gender and adjustable effects of relationship length |
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| Institution: | LI Jing ,[KOR] Yong-Gil Jeong (1. College of Economics ＆Management, Yanbian University, Yanji, Jilin, 133002, China ; 2. College of Business Administration, Chungnam National University, Daejeon, Korea,305754) |
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| Abstract: | The interaction with customers, creation of atmosphere and the total output are three key factors to assess the quality of service. The influences of the three factors on customer satisfaction are examined herein according to different gender and the adjustable effects of relationship length. It has been shown that the interaction and output accomplished by people with different genders and relationship length can influence customer satisfaction distinctively. Such conclusions could be referred to so as to improve the quality of service and make customers more satisfactory. |
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| Keywords: | quality of service customer satisfaction gender relationship length |
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