服务质量测量servicequality资料.pptVIP

1 Multi-Phase, Multi-Sector, Multi-Year Program of Research to Address the Following Issues  How do customers perceive and evaluate service quality? What are managers’ perceptions about service quality? Do discrepancies exist between the perceptions of customers and those of managers? Can customers’ and managers’ perceptions be combined into a general model of service quality? How can service organizations improve customer service and achieve excellence? Determinants of Perceived Service Quality GAP 1 Suggestions for Closing the Market Information Gap Conduct systematic marketing research M