| 基于SERVQUAL模型的会展现场服务质量评价 |
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| 引用本文： | 方忠权,张颖.基于SERVQUAL模型的会展现场服务质量评价[J].北京联合大学学报(人文社会科学版),2014,12(4):32-36. |
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| 作者姓名： | 方忠权 张颖 |
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| 作者单位： | 北京联合大学旅游学院,北京,100101;北京联合大学旅游学院,北京,100101 |
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| 基金项目： | 教育部人文社科规划项目“珠江三角洲会展产业集群的形成机制”，北京联合大学人才强校计划人才资助项目“北京市会展产业空间集聚研究” |
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| 摘 要： | 以SERVQUAL模型为基础,根据会展业的特征从专业观众的视角建立会展现场服务质量评价体系,并对广交会现场服务质量进行测评。研究表明:(1)SERVQUAL模型在会展业现场服务质量评价中只表现出4个维度,验证了SERVQUAL结构具有不稳定性这一结论;(2)专业观众主要关注的是来自参展商的服务而不是场馆方提供的服务;(3)广交会的现场服务质量总体上还没有达到满意的程度,特别是在响应性方面需要提高服务水平。
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| 关 键 词： | 会展现场服务 SERVQUAL模型 专业观众 评价体系 |
The On-site Service Quality Evaluation of Exhibition Based on SERVQUAL Model |
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| FANG Zhong-quan,ZHANG Ying.The On-site Service Quality Evaluation of Exhibition Based on SERVQUAL Model[J].Journal of Beijing University(Humanities and Social Sciences),2014,12(4):32-36. |
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| Authors: | FANG Zhong-quan ZHANG Ying |
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| Institution: | (College of Tourism, Beijing Union University, Beijing 100101 ,China) |
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| Abstract: | Based on the SERVQUAL model and according to characteristics of exhibition industry, on-site service quality evaluation systerm of exhibition is established from the perspective of professional audience, and it is used as the evaluation of the on-site service quality in Caton fair. The results shows that： （ 1 ） only four dimensions show if the SERVQUAL model is used in the on-site service quality evaluation of exhibition, which confirms the conclusion that the SERVQUAL structure is instable; （2） the professional audience concern the service provided by exhibitors more than that by venues; and （3） the on-site service quality of Canton fair has not reached the degree of satisfaction in general, especially in responsiveness of service. |
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| Keywords: | on-site service of exhibition SERVQUAL model professional audience evaluating system |
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