Study on Service Quality Managerial Focus of Retail Firms Based on Gray Relative Analysis

摘要

The level of service quality management affects the market competitiveness of retail firms to a large extent. In this paper, first of all, the authors have an introduction about some literatures and the importance of service management for retail firms is overviewed briefly. Secondly, the authors build service quality evaluation system and establish 16 indexes of measuring the services management level of retail firms. Finally, the authors analyze relational grade between evaluation factors and retail firm service quality management based on the theory of gray relat ive analysis, and get a conclusion that service management of retail firms should be focused on the service attitude and service response time.