CAJ | 학술논문

服务质量概念是由对产品质量的定义逐渐延伸到服务中而产生的。基于对服务质量的相关研究文献的回顾，从服务质量要素、服务质量测量及服务质量与顾客满意、顾客忠诚、企业绩效之间的关系研究角度来展开论述，对服务质量的国内外相关研究做了一些总结与展望。服务质量的研究经历了一个由概念界定、测量维度的探索向服务质量与其他服务要素之间的关系及在不同行业的适用性逐步扩展的过程，对于服务行业及服务质量标准的制定都是一个不可缺少的参考要素。
복무질량개념시유대산품질량적정의축점연신도복무중이산생적。기우대복무질량적상관연구문헌적회고，종복무질량요소、복무질량측량급복무질량여고객만의、고객충성、기업적효지간적관계연구각도래전개논술，대복무질량적국내외상관연구주료일사총결여전망。복무질량적연구경력료일개유개념계정、측량유도적탐색향복무질량여기타복무요소지간적관계급재불동행업적괄용성축보확전적과정，대우복무행업급복무질량표준적제정도시일개불가결소적삼고요소。
The interest in service quality has increased exponentially during the 1980s. The concept Service Quality emerged gradually from the extended definition of product quality. This article reviewed from the historic views of studies on Factors of Service Quality, Measures of Service Quality, the Relationships among Service Quality, Customer Satisfaction, Customer Loyalty and Corporation Performance, and provides some summaries and expectations according to the related studies on Service quality.