服务质量方面的优先次序外文翻译

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1、服务质量方面的优先次序外文翻译标题:Prioritizingservicequalitydimensions原文:Inthe“ageofcustomer”deliveringqualityserviceisconsideredanessentialstrategyforsuccessandsurvivalintoday’scompetitiveenvironmentDawkinsandReichheld,1990;Parasuramanetal.,1985;ReichheldandSasser,1990;Zeithamletal.,1990.Wha

2、tconstitutesservicequalityhasattractedtheattentionofresearchersallovertheworld.Thedebatecontinues.Evenasresearcherscontinuetodebatethedeterminantsofservicequalityafewimportantissuesremainunanswered.Isthereauniversalsetofdeterminantsthatdeterminetheservicequalityacrossasectiono

3、fservices?Doestheservicecharacteristicgetsreflectedinwhatcustomersexpectoutofdeliveryofaparticularservice?Isthereaninherentdifferenceinservicesbecausetheymustbedeliveredinaparticularwayanddoesthathaveabearingonwhatbecomesimportantforthecustomer?Practitionerscontinuetolookforad

4、viceandsuggestionastowhatconstituteservicequalityfortheiroffersandfurthermore,iftheytendtorepositiontheiroffersbyvaryingsomecharacteristicsoftheiroffers,forexample,byincreasingorreducingtangibilityorcustomercontact,etc.Whataretheoperatingcharacteristicsofdeterminantsastheytoge

5、therconstitutetheservicequality?Thispaperisanattempttogenerateevidenceifdifferenceinservicesthatresultintopeculiarservicecharacteristicsreturnscustomerswithauniquesetofexpectations?thosedifferentfromotherservicetypes.Thepaperalsointendstoexamineifthedeterminantsofservicequalit

6、yshowsomepredictablebehaviorasservicetypetendtodifferbasedonsomecriterion.Thispaperthereforefirst,goesthroughthediscussionondeterminantsofservicequalityandthen,thereisasmalldiscussiononserviceclassificationswhichcanserveasbasisfordifferenceinservicenature.Johnston1995suggestst

7、hatoneofthepressingissuesbeforeservicesresearchconcernstheidentificationofthedeterminantsofservicequality.Thisshouldbeacentralconcernforservicemanagementacademicsandpractitioners,astheidentificationofthedeterminantsofservicequalityisnecessaryinordertobeabletospecifymeasure,con

8、trolandimprovecustomerperceivedservicequality.Earlystudiesdur