| 基于结构方程的知识型服务质量的评价方法 |
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| 引用本文： | 赵学金,吴育华.基于结构方程的知识型服务质量的评价方法[J].电子科技大学学报(社会科学版),2009,11(3):32-36. |
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| 作者姓名： | 赵学金 吴育华 |
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| 作者单位： | 天津大学,天津,300072 |
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| 摘 要： | 本文论述了结合知识型服务业的特点，构建知识型服务业的服务质量评价体系的问题。通过对现有服务质量评价方法的比较分析，在SERVQUAL模式基础上，提出了基于结构方程模型的知识型服务质量评价方法，且从数据处理技术与测评平台建设等方面探讨了测评体系的实施。
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| 关 键 词： | 知识型服务 质量评价 结构方程 |
Assessing Approach for Knowledge-Type Service Quality Based on Structural Equation Model |
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| ZAO Xue-jin,WU Yu-hua.Assessing Approach for Knowledge-Type Service Quality Based on Structural Equation Model[J].Journal of University of Electronic Science and Technology of China(Social Sciences Edition),2009,11(3):32-36. |
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| Authors: | ZAO Xue-jin WU Yu-hua |
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| Institution: | Tianjin University Tianjin 300072 China |
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| Abstract: | Considering the characteristics of knowledge-type service industry, this paper builds up the assessing system for its service quality. In comparison of the existing service quality assessing approaches, a new method, based on the structural equation model, is raised upon the SERVQUAL pattern. Finally, the implementation issues of the assessing system are discussed from the aspects of data processing and assessing platform construction, etc. |
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| Keywords: | knowledge-type service quality assessment structural equation model |
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