论文部分内容阅读
根据质量理论,服务质量可以定义为符合被服务者的需求,使被服务者满意的程度。因此,衡量服务质量必须从被服务者的立场和角度出发。被服务者在接受服务之前,一般会对可能接受到的服务有一个预先的期望质量。被服务者有了期望质量之后,在实际接受服务的过程中又会感受到认知质量。认知质量是指被服务者对服务及其提供过程的整体评价或态度。当被服务者感受到认知质量后,会跟原先的期望质量作比较,进而产生对服务质量的评价。当认知质量高于期望质量时,对服务质量的评价是好的;而当认知质量低于期望质量
According to the quality theory, the quality of service can be defined as meeting the needs of the service provider and the satisfaction of the service provider. Therefore, to measure the quality of service must be from the standpoint of the service provider. The waiter usually has a prior expectation of quality of service that he or she may receive before accepting the service. After the service provider has the expected quality, he or she will feel the quality of cognition in the process of actually receiving the service. Cognitive quality refers to the overall evaluation or attitude of the service provider to the service and its providing process. When perceived by the perceived quality of service, will be compared with the original expected quality, resulting in the evaluation of service quality. When the cognitive quality is higher than the expected quality, the service quality evaluation is good; and when the cognitive quality is lower than the expected quality