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依据PZB服务质量差距模型,在对广东企业科技特派员工作与传统服务在服务接触要素和服务差距2个方面对比分析的基础上对SERVQUAL量表进行修正,构建广东企业科技特派员服务质量测度模型,并对其服务质量进行实证研究。研究结果表明:广东企业科技特派员服务接触3要素——管理者、企业、企业科技特派员自身对企业科技特派员服务质量的期望与感知均存在差距。最后,根据实证结果,分别从政府、企业、企业科技特派员和高校4个方面有针对性地提出提升广东企业科技特派员服务质量的对策措施。
Based on the PZB model of service quality gap, this paper revised the SERVQUAL scale based on the comparative analysis of service access factors and service gaps between the work of special commissioners and traditional services in Guangdong Province, and constructed the service quality measurement model of Guangdong enterprises’ special commissioners , And make an empirical research on its service quality. The results show that there is a gap between the expectation and perception of the quality of service dispatchers in enterprises in Guangdong by the three elements of service contact among managers of enterprises, enterprises and special agents of enterprises. Finally, based on the empirical results, the countermeasures to improve the service quality of the special commissioners of enterprises in Guangdong are put forward from four aspects: the government, enterprises, special commissioners for science and technology and universities.