CAJ | 학술논문

随着服务经营理念的引入，服务质量管理成为近年来国内外企业组织运营及质量管理领域研究的新热点，而目前的相关研究在国内还处于起步阶段。服务质量系统是服务组织通过终端将标准化的产品或服务有效传递给顾客的行为交互系统，该系统主要包括组织决策、终端服务和顾客感知三个层次。本文结合国内外相关理论研究分析了三个层次的要素构成，在此基础上讨论了服务质量未来的研究方向和对管理实践的启示。
수착복무경영이념적인입，복무질량관리성위근년래국내외기업조직운영급질량관리영역연구적신열점，이목전적상관연구재국내환처우기보계단。복무질량계통시복무조직통과종단장표준화적산품혹복무유효전체급고객적행위교호계통，해계통주요포괄조직결책、종단복무화고객감지삼개층차。본문결합국내외상관이론연구분석료삼개층차적요소구성，재차기출상토론료복무질량미래적연구방향화대관리실천적계시。
With the introduction of the operation principle , service quality management has become a hot spot of research in the field of business operation and quality management at home and abroad in recent years , yet the research in China is still at the beginning stage .Service quality is a behavior interaction system , in which service organizations deliver standardized products or services to customers through its terminals .This system consists of three levels：decision-making of service organi-zations, services provided at service terminals , and customers＇perception of the services .Based on the relevant theoretical re-search at home and abroad , this paper studies the components of the three levels of interaction system of service quality .It al-so discusses the future direction of research and its inspiration to management practice .