顾客导向的高速公路服务质量测量体系探索性研究

本文以服务管理理论为理论背景,从顾客导向的角度出发,分析我国高速公路服务的属性和特点,从高速公路关键服务接触与服务内容入手,深入分析高速公路服务质量的属性和构成要素,开发顾客导向高速公路服务质量测量指标,构建高速公路顾客导向服务质量测量评价模型,并对该模型进行实证验证。研究成果拓展和丰富了服务管理理论的应用领域,对高速公路服务质量测量这一具有中国特色的服务管理研究领域进行了有益的探索。

An Empirical Study on Measurement System of Highway Service Quality with Customer Orientation

Based on the service management theory,this paper analyzes the properties and characteristics of highway services in China from the perspective of customer orientation,and the impact factors and elements of highway service quality from the key service encounters and service contents of highway.It builds and develops the MI and the evaluation model to highway service quality,and makes an empirical verification.The research result expands and enriches the application fields of service management theory,and is a helpful exploration into this research field with Chinese characteristics.