【摘要】 在B2B背景下,以认证行业的顾客为调研对象,探究了服务质量对关系质量的影响。在已有的研究基础上,界定了服务质量的4维度结构和关系质量的3维度结构,构建了服务质量对关系质量的影响模型。对认证行业的721家顾客企业的实证研究表明,过程服务能力对关系质量有着正向的影响,结果质量对关系质量中的合作性、适应性有正向的影响,对关系氛围则没有显著影响,而过程交互质量与潜在服务能力对关系质量的影响不显著。更多还原

【Abstract】 In B2B context,the customers of certification industry are taken as investigation object,the service quality’s impacts on relationship quality is explored in this paper.On the basis of existed research,four dimensions of service quality and three dimensions of relationship quality are defined and the model of the service’s impact on relationship quality is constructed.An empirical research based on 721 customers of certification industry shows that process service capability impacts on relationship quality significantly,result quality impacts on cooperate and adoption of relationship quality significantly,whereas it has not significant impact on atmosphere.Process interactive quality and potential service capability have no significant impact on the relationship quality.更多还原