1、3500 单词， 2.2 万英文字符， 7000 汉字 出处： Ham C L. Analyzing the Value of Service Quality Management: Gaining Competitive AdvantagesJ. International Journal of Value-Based Management, 2003, 16(2):131-152. Analyzing the Value of Service Quality Management: Gaining Competitive Advantages C. LEUGENIA HAM Abstrac
2、t Parasuraman, Zeithaml and Berry (1990) demonstrate Service Quality mea- surements that incorporate customer expectations provide richer information than those that focus on perceptions only. Also, executives in companies that have switched to a disconfirmation-based measurement approach have great
3、er diagnostic value. The research method design includes two alternative questionnaire formats: expectations and perceived levels of service quality. PZB (1994) theorized that the three-column format generates separate ratings of desired, adequate, and perceived service with three identical, side-by
4、-side scales. It requires computing the perceived desired and the perceived-adequate differences to quantify measures of service superiority (MSS) and measures of service adequacy (MSA). Rust Zahorik and Keiningham (1993), Devin and Dong (1994) emphasized the return on service quality, as an investm
5、ent is required to remain competitive in a global market. This research will give the universitys administrators, as well as all corporate leaders the opportunity to implement service quality improvement strategies in areas of weakness. Keywords: value of service quality 1. Introduction This researc
6、h examines customers (students) expectations and perceptions as a measure of potential satisfaction and long term perceptions of quality in a university setting by utilizing SERVQUAL with modifications, as a measuring instrument for evaluations, while measuring service quality, customer satisfaction and customer behavior intentions and the interrelationship of these constructs. Zeithaml, Parasuraman and Berry (1990) observed in delivering quality service that knowing what customer
