【摘要】 本文考虑了公用服务的特殊性和行业特征,在对天津经济技术开发区公用服务企业(包括自来水公司、电力公司、燃气公司、热电公司)调查研究基础上提出了公用服务质量概念框架,构建了公用服务质量测评模型。本文提出公用服务质量包括供能质量和服务过程质量两个维度。其中供能质量由标准性、稳定性、安全性、服务补救四个要素组成;服务过程质量由服务交互界面、员工服务表现、服务标准、服务流程、服务设施与工具、服务承诺、顾客期望管理、服务投诉八个要素组成。对四类公用服务的调查包括对27家企业用户和50位居民用户的访谈,以及对150家代表性企业用户、304名居民用户作为样本的问卷调查,收到企业用户的有效问卷120份、居民有效问卷256份。本文利用调查数据检验上述服务测评初步维度结构的信度和效度,修正并形成了最终的公用服务质量测评模型,并发现了模型在评价居民用户和企业用户服务质量感知的异同,讨论了该测评工具的管理实践意义和未来的研究方向。更多还原

【Abstract】 This article discusses the particularities and the industry characteristics of public services, develops a service quality concep-tual framework and constructs a service quality evaluation model for public services based on the investigation conducted into the public service companies, including the tap water company, the electric power company, the gas company and the thermoelectricity company, in Tianjin Economy and Technology Development Area (TEDA).The paper proposes a fundamental public service quality evaluation model and finds that public service is composed by energy-supplying quality and service process quality. The energy supplying quality, that includes standard, stability, security, and service recovery, is techno-logic quality of the service products the service companies provided to customers. The process quality includes 8 factors including service interface, the employ’s service behaviour, service standard, service process, service equipments and facilities, service promise, customer’s expectation management, service complaint.The investigation includes interviews with 27 companies and 50 residents and a questionnaire investigation to a sample of 150 rep-resentative companies and 304 residents. We collect 120 useable questionnaires from companies, and 256 useable questionnaires from residents. Statistical analyses of the investigation were conducted to test the reliability and validity of the service quality evaluation model. The paper finds out the difference and similarity of evaluation of public service quality perception between companies and residents using the above model. The implications of these findings for prac-titioners and for future research on the evaluation of public service quality are also discussed.更多还原