With growing competition in the service industry, the quality of service is particularly noteworthy as an important factor in the competitiveness of enterprises. From the perspective of customer perception, this paper puts forward the theory of service contacting units, based on the service interaction model, service perception theory and service blueprint technology, and forms the service quality evaluation questionnaire which is generally used in consumer services by combining with different industry characteristics. On this basis, the new service characteristics model in consumer services is eventually formed through the nationwide distribution of the questionnaire and the extraction of collected results by factor analysis method.%服务业竞争愈演愈烈,服务质量作为企业形成竞争力的重要因素尤为值得关注.本文着重从顾客感知角度出发,结合服务交互模型、服务感知理论和服务蓝图技术,提出了服务接触单元理论,并结合不同行业特征形成通用于消费型服务业的服务质量评价问卷.在此基础上,依据所得问卷在全国范围内进行分行业发放,并采用因子分析法对收集结果进行特性萃取,最终形成了全新的消费型服务业服务特性模型.
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