| 中英顾客服务质量维度认知的实证研究 |
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| 引用本文： | 韦福祥,王华.中英顾客服务质量维度认知的实证研究[J].天津大学学报(社会科学版),2006,8(4):250-255. |
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| 作者姓名： | 韦福祥 王华 |
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| 作者单位： | 天津商学院管理学院,天津,300134 |
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| 基金项目： | 中国博士后科学基金;天津市社会科学基金 |
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| 摘 要： | 丫【:中国经济全面融入国际化的大潮中,服务性企业在实施服务国际化策略时,能否充分把握不同文化对顾客服务期望、服务感知和服务质量评价方面的影响就显得至关重要。特定文化决定了社会成员问互动的模式、规则,也决定了顾客对服务的期望和感知模式,对于服务提供者来说,根
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| 关 键 词： | 服务质量评价 文化 适用性 医疗行业 |
| 文章编号： | 1008-4339(2006)04-0250-06 |
| 修稿时间： | 2005年2月20日 |
Empirical Study on Customers' Perception of Service Quality Dimensions in China and UK |
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| WEI Fu-xiang,WANG Hua.Empirical Study on Customers' Perception of Service Quality Dimensions in China and UK[J].Journal of Tianjin University(Social Sciences),2006,8(4):250-255. |
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| Authors: | WEI Fu-xiang WANG Hua |
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| Abstract: | In order to explore the rationality and adaptability of the service quality (SERVQUAL) instrument to different cultures, an empirical study was done on the basis of spot check with questionnaires in China and UK. The conclusions are: customers can understand most of the intention and extension of the five dimensions, but under inter-cultural application circumstances, due to inappropriate translation, it is difficult for customers to get the exact meaning of some dimensions, such as the word "tangibles". Moreover, the rate of Chinese customers' cognition to the 5 dimensions facls far behind their British counter parts. |
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| Keywords: | SERVQUAL culture adaptability health care industry |
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