基于服务蓝图的网上零售业感知服务质量

工业工程 ›› 2013, Vol. 16 ›› Issue (1): 19-24.

基于服务蓝图的网上零售业感知服务质量

（同济大学经济与管理学院，上海 200092）

出版日期:2013-02-28 发布日期:2013-03-22
作者简介:杜学美（1976-），女，安徽省人，副教授，博士，主要研究方向为质量管理、管理理论与工业工程.
基金资助:
国家自然科学基金资助项目(71090404/71090400)；上海市重点学科建设资助项目（B310）

A Study of Perceived Service Quality in Online Retailing Based on Service Blueprinting

(School of Economics & Management, Tongji University, Shanghai 200092, China)

Online:2013-02-28 Published:2013-03-22

摘要/Abstract

摘要： 通过绘制网上零售业的服务蓝图和相关的企业调研识别了所涉及到的服务接触点，以此为基础概括出网上零售业中的服务接触因素，并运用模糊综合评价方法对网上零售业的顾客感知服务质量进行测评，分析网上零售业中的失败服务接触点，目的在于通过改进失败的服务接触点，提高网上零售业的顾客体验。通过测评，顾客对网上零售业的物流配送和在线服务感知一般。

关键词: 网上零售业, 服务蓝图, 感知服务质量

Abstract: Online retailing is more and more popular. By investigation, it is found that the customers feel less satisfaction about express delivery and online service. Thus, it is important to improve its service quality. Service encounter points involved in the online retailing are identified by drafting the service blueprinting. With the service blueprinting, service encounter factors for online retailing are presented. Then, customer-perceived service quality is evaluated by using the fuzzy comprehensive method and the service fail points are analyzed. Thus, by improving the service fail points, it can improve the customer experience of the online retailing.

Key words: online retailing, service blueprinting, perceived service quality

杜学美，张倩，苏强. 基于服务蓝图的网上零售业感知服务质量[J]. 工业工程, 2013, 16(1): 19-24.

Du Xue-mei, Zhang Qian, Su Qiang. A Study of Perceived Service Quality in Online Retailing Based on Service Blueprinting[J]. Industrial Engineering Journal , 2013, 16(1): 19-24.

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