Process‐oriented measurement of service quality: Applying the sequential incident technique
Process‐oriented measurement of service quality: Applying the sequential incident technique
复制标题
面向过程的服务质量测量：应用顺序事件技术
DOI：
10.1108/03090569710157025
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发表时间：
1997
影响因子：
4.4
通讯作者：
Bernhard Weinlich
中科院分区：
文献类型：
--
作者：
Bernd Stauß;Bernhard Weinlich
介绍了感知服务质量测量方法论讨论的现状。描述两种方法——基于属性的方法和顺序事件技术（SIT）。概述了 SIT 的概念和基本假设，描述了一项用于衡量俱乐部度假村客人感知质量的实证 SIT 研究。表明 SIT 是对传统质量测量方法组合的宝贵补充。讨论了该方法的一些局限性并提出了一些管理意义。
Presents the current state of the methodological discussion on the measurement of perceived service quality. Describes two approaches ‐ attribute‐based methods and the sequential incident technique (SIT). Outlines the concept and basic assumptions of SIT describes an empirical SIT study applied to measure the quality of perception of guests in club resort. Suggests that the SIT is a valuable complement to the traditional mix of quality measurement methods. Discusses a number of limitations of this method and sets out some managerial implications.
影响因子：
12.9
作者：
J. Cronin;Steven A. Taylor
通讯作者：
J. Cronin;Steven A. Taylor