摘要
目前，服务性行业为了提高整体服务质量，着重强调首先了解消费者期望的服务是什么，在此基础上满足和超过消费者的期望服务质量，最终使消费者满意。服务质量模式揭示了消费者期望服务和实际获得服务之间的差别，显示了招致提供服务失败的五个差距。作为服务性行业的航空公司可从中进一步了解旅客的需要，减少差距，提高服务质量。
The present tertiary sector emphasizes, first of all, an in-depth understanding of customers' ex pected service, then satisfy or even exceed it in their favor. Service quality model reveals differences between expected service and obtained service, thus throwing light on 5 gaps to be Filled against service failure. Air lines as part or the tertiary sector can draw lessons herein; they can know customers better and narrow the gaps to improve service quality.
出处
《中国民航学院学报》
2000年第2期14-17,共4页
Journal of Civil Aviation University of China
