随着服务经济时代的来临，服务业开始扮演越来越重要的角色，服务管理理论的研究也迅速走向前沿。目前，服务质量评价已经成为服务管理研究领域的热点问题，其中最为人们所熟知的SERVQUAL评价模型被认为是可以用来评估各类服务质量的典型方法。在参阅大量国内外服务质量评价文献的基础上，总结了SERVQUAL服务质量评价模型的发展历程和研究现状，并对该模型方法的发展趋势进行展望。%Along with an era of service economy, service industry has begun to act more and more important part. In the mean-time, the study of service management theory has developed rapidly. Service quality assessment has been a hot research top in service management field, and SERVQUAL model had been accepted as a classical method to evaluation service quality. Based on referring mass literates of service quality assessment, the evolution course and status quo of SERVQUAL are summarized in this paper. Finally, the development tendency of SERVQUAL is discussed.
展开▼
