服务质量方面的优先次序外文翻译.docVIP

服务质量方面的优先次序外文翻译 标题:Prioritizing service quality dimensions 原文: In the “age of customer” delivering quality service is considered an essential strategy for success and survival in today’s competitive environment Dawkins and Reichheld, 1990; Parasuraman et al., 1985; Reichheld and Sasser, 1990; Zeithaml et al., 1990. What constitutes service quality has attracted the attention of researchers all over the world. The debate continues. Even as researchers continue to debate the determinants of service quality a few important issues remain unanswered. Is there a universal set of determinants that determine the service quality across a section of services? Does the service characteristic gets reflected in what customers expect out of delivery of a particular service? Is there an inherent difference in services because they must be delivered in a particular way and does that have a bearing on what becomes important for the customer? Practitioners continue to look for advice and suggestion as to what constitute service quality for their offers and furthermore, if they tend to reposition their offers by varying some characteristics of their offers, for example, by increasing or reducing tangibility or customer contact, etc. What are the operating characteristics of determinants as they together constitute the service quality? This paper is an attempt to generate evidence if difference in services that result into peculiar service characteristics returns customers with a unique set of expectations ? those different from other service types. The paper also intends to examine if the determinants of service quality show some predictable behavior as service type tend to differ based on some criterion. This paper therefore first, goes through the discussion on determinants of service quality and then, there is a small discussion on service classifications which can serve as basis for difference in service nature. Johnston 1995 suggests that one of t