接触单元三维细分下服务质量测评模型的构建与研究 ——基于B2C与B2B的比较视角

The Construction and Research of the Service Quality Assessment Model under the 3D Subdivision of Contact Unit：Based on a Comparative Survey of B2C and B2B

摘要:

以往对服务质量的研究主要针对单一行业的单一模式展开，服务质量模型通用性差且缺乏对顾客感知的直观呈现。当前市场复杂度增加，不少服务业同时拥有B2C与B2B两种商业模式。为增强服务质量测评模型的适用性，本文从顾客感知视角出发，运用三维服务接触单元技术分别构建B2C和B2B服务质量测评模型，并通过对比研究，分析两种模式下服务质量的特性指标差异，以明确不同模式下服务质量提升策略，为今后服务质量测评模型构建与服务质量提升提供理论和实践参考。

Abstract:

In the past, the research on service quality was mainly focused on the single mode of single industry, and the service quality model was poor universality and lack of intuitive presentation of customer perception. The current market complexity increases, and many service industries have both B2C and B2B business models. In order to enhance the applicability of the service quality evaluation model, this article embarks from the perspective of customer perception, using 3d service contact unit technology to build B2C and B2B service quality assessment model respectively. Then through comparative study, analyze the difference of service quality in two modes. The indicator difference of service quality under two modes is analyzed to clarify the strategy of service quality improvement in different modes. This paper provide theoretical and practical reference for the service quality assessment model construction and service quality improvement.