A study on the cognitive and affective components of service quality

Hung-Chang Chiu

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A study on the cognitive and affective components of service quality

机译：服务质量的认知和情感成分研究

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It is discussed that service quality is defined as a form of attitude. As attitude becomes the construct of service quality, it is discussed that the cognitive and affective components are required to be addressed in the context of service quality. In order to study the relationship among service quality, behavioral intentions and the nature of the service act and gender, a framework is developed and related propositions are proposed. The Delphi approach is used to collect the views of experts in this regard. (43 refs.)

机译：讨论了将服务质量定义为一种态度形式。随着态度成为服务质量的构建，讨论了在服务质量的背景下需要解决认知和情感因素。为了研究服务质量，行为意图与服务行为的性质和性别之间的关系，提出了一个框架并提出了相关的建议。 Delphi方法用于收集这方面的专家意见。（43参考）

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《Quality Control and Applied Statistics》 |2003年第2期|共2页
作者
Hung-Chang Chiu;
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正文语种 eng
中图分类工业技术;一般工业技术;工程基础科学;
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A study on the cognitive and affective components of service quality

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