计量服务质量的认识与思考

摘要

针对计量校准行业普遍存在对服务质量认识不全面的问题，提出了计量服务行业客户感知服务质量模型。阐述了通过提升客户能直接感受到的显性服务质量和通过其它载体让客户感知的隐性服务质量，来提高公司整体服务质量水平，让计量服务机构在市场竞争中处于优势地位。%The service quality is generally not understood well in the metrology industry. Aiming to solve this problem, a model of measure-ment customer-perceived service quality is proposed in this paper. Discussions are made on improving a company’ s overall service quality and a-chieving advantages in market competition by enhancing the explicit service quality that customers can directly feel, and by enhancing the implic-it service quality that customers can feel through other carriers.