Research on the Interactive Relationship Influencing Factors of Service Quality Evaluation in Consumer Service Industry

摘要

This paper made researches on the consumer service industry, which is based the empirical study on the travel industry, and explored the interactive relationships influencing factors. From the literatures, we find four interactive relationships influencing factors, they are: the relationships among customers, the relationships among employees, the similarities between the customer and the employee, and the service quality evaluation of the employee. After empirical study the mutual influencing relationships we got two results: (1) the relationships among the employees and the evaluations of the employees have a significant impact on the customer service quality evaluation, (2) there is not only one simple integrated quality evaluation influencing customersȁ9; attitude, but also the relationships among the customers and the degree of the similarity between the customers and the employees-these two factors have independent impact on the customer satisfactions.