【摘要】 本文通过对大量文献进行回顾及追踪,对感知服务质量的概念、内涵以及测量方法进行了阐述,并对感知服务质量与顾客感知价值、顾客满意的关系等方面的研究进行了述评,最后对感知服务质量理论的概念及理论框架研究、量表研究、跨文化研究以及研究方法的改进等的研究趋势进行了探讨。更多还原

【Abstract】 Through literature review,this paper expounds the concept,intension and measurement of perceived service quality,and reviews the study on the relationship between perceived service quality and customer perceived value as well as customer satisfaction.Furthermore,it discusses the research trends of perceived service quality theory from aspects of the concept and framework,the scale development,the cross-culture study and the improvement of research methods.更多还原