激烈的市场竞争使会展企业逐渐意识到会展服务品质的提高对于打造企业竞争力的重要性。文章应用Kano、精化Kano模型与I-S模型对35项会展服务品质要素进行归类以及改善系数排序。分析结果显示，会展主办单位提供的服务要素均具有二维品质特性；参展商对各服务要素重视程度不同；不同类型服务要素的增减对服务品质提升以及参展商满意度的影响不同；各服务要素改善工作的迫切程度有所差异。文章根据以上研究结果提出了会展服务改善意见。%In the fierce competition ,MICE enterprises gradually recognize the importance of service . The paper classifies 35 service quality attributes based on Kano ,Refined Kano and I-S models and sorts the attributes through Improvement Index .The results show that the exhibition organizers'service quality has a two-dimension characteristic ,that each service quality attribute has different degree of importance to ex-hibitors ,that different type of service quality attributes has different impact on service improvement and exhibitors'satisfaction ,and that the degree of urgency to improve is also different .According to the analy-sis ,suggestions have been made to improve exhibition service quality .
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