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本文为了解SERVQUAL量表在国内外旅游业的应用概况,选定SERVQUAL量表相关中文文献五篇,并对相关文献作了综述,针对当前国内旅游业SERVQUAL应用中表现出的方法上的不足,提出相关措施。
In order to understand the application of SERVQUAL scale in the tourism industry both at home and abroad, five Chinese literatures about SERVQUAL scale are selected and the related literatures are reviewed. In view of the inadequacies of the current domestic SERVQUAL applications, Put forward relevant measures.