PSYCH OpenIR  > 中国科学院心理研究所回溯数据库(1956-2010)
Thesis Advisor马谋超
Degree Grantor中国科学院心理研究所
Place of Conferral中国科学院心理研究所
Degree Discipline工业心理学
Keyword服务质量 要素体系 接受区间 消费行为
Other AbstractThe study explored consumers' evaluation factor system and the zone of tolerance in the service quality, and the impact on consumer behavior in two branches of trade: the shopping center and the architectural material corporation, with the method of questionnaire survey. The main conclusions are as following: 1) The basic factors on service quality of shopping center are five, such as assurance、tangibles、the services of the post-selling、convenience and reliability. 2) There are also five factors on service quality of the architectural material corporation, such as the supplying of the products, the abilities of the salesmen, courtesy, package and the information. 3) The zones of tolerance of the factors in service quality are difference. In some way, they reflect the importance of the factors. 4) the service quality and its factors have positive impacts on the consumer behaviors. 5) In the branch of glass producing in our country, the service quality of a corporation is significant below the ideal level, even if it is a good one which the consumers expressed positive purchase intention on the corporate. The service quality of the coporate on which the consumers expressed uncertain purchase intention, is in nearby of the minimum acceptable level.
Document Type学位论文
Recommended Citation
GB/T 7714
徐金灿. 服务质量要素体系的探讨[D]. 中国科学院心理研究所. 中国科学院心理研究所,1998.
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服务质量要素体系的探讨.pdf(3333KB)学位论文 限制开放CC BY-NC-SAView Application Full Text
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