%0 Journal Article
%T Some Problems and Modifications when Using SERVQUAL Scale Measuring Service Quality<br>应用SERVQUAL 标尺的若干问题及改进
%A ZHANG Xin-an
%A TIAN Peng
%A <br>张新安
%A 田　澎
%J 系统工程理论与实践
%D 2006
%I 
%X Measuring service quality is critical to organizations in service industries,and SERVQUAL scale is the most prevailing instrument addressing this issue.However,a series of problems have emerged in practices.The authors categorize and analyze these problems,and demonstrate them under the context of power supply service industry.Then,a further study is performed to perfect SERVQUAL,and a new scale is developed,which shows better quality than the original SERVQUAL scale empirically.
%K SERVQUAL<br>服务质量
%K 供电服务
%K 维度结构
%U http://www.alljournals.cn/get_abstract_url.aspx?pcid=01BA20E8BA813E1908F3698710BBFEFEE816345F465FEBA5&cid=962324E222C1AC1D&jid=1D057D9E7CAD6BEE9FA97306E08E48D3&aid=00F15360810DC64A&yid=37904DC365DD7266&vid=96C778EE049EE47D&iid=B31275AF3241DB2D&sid=2001E0D53B7B80EC&eid=B6DA1AC076E37400&journal_id=1000-6788&journal_name=系统工程理论与实践&referenced_num=2&reference_num=23