管理者服务质量承诺影响顾客感知服务质量的路径模型

摘要

In this paper we established the theoretical model of the influence of manager servicequality on customer perceived service quality through literature review and discovered the three paths through which manager service quality commitment influenced the eustomerperception of the service quality.%通过文献研究建立了管理者服务质量影响顾客感知服务质量的理论模型,发现管理者服务质量承诺通过员工对承诺的感知、员工工作满意度、员工行为等三条路径影响顾客感知服务质量.研究结果对管理实践具有指导意义.