科研管理

科研管理 ›› 2011, Vol. 32 ›› Issue (3): 43-50 .

• 论文 • 上一篇    下一篇

认证机构服务质量对关系质量影响实证研究

张涑贤1，2，3，4 ,苏秦1，3，4,宋永涛1，3，4,崔艳武1，3，4   

  1. （1.西安交通大学管理学，陕西 西安710049；
    2.西安建筑科技大学管理学院，陕西 西安710055；
    3.机械制造系统工程国家重点实验室，陕西 西安710049；
    4.过程控制与效率工程教育部重点实验室，陕西 西安710049）
  • 收稿日期:2008-11-14 修回日期:2010-01-06 出版日期:2011-03-27 发布日期:2011-04-15

The service quality of certification agencies on relationship quality

Zhang Suxian1,2, Su Qin1, Song Yongtao1, Cui Yanwu1   

  1. (1. School of Management, Xi′an Jiaotong University, Xi′an 710049, China;
    2. School of Management, Xi′an University of Architecture and Technology, Xi′an 710055, China;
    3. State Key Laboratory for Manufacturing Systems Engineering, Xi′an 710049, China;
    4. The Key Lab of the Ministry of Education for Process Control and Efficiency Engineering, Xi′an 710049, China)
  • Received:2008-11-14 Revised:2010-01-06 Online:2011-03-27 Published:2011-04-15

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摘要： 摘要：本文在认证行业领域，研究了认证机构服务质量对关系质量的影响。在认证机构服务质量4维度结构（即过程服务能力、过程交互质量、潜在服务能力和结果质量）及关系质量3维度结构（即合作性、适应性和关系氛围）的基础上，构建了认证机构服务质量对关系质量的影响模型。对721家企业的实证研究表明,过程服务能力、结果质量两个维度对认证机构和顾客之间的关系质量有显著影响,而过程交互质量、潜在服务能力两个维度对两者关系质量的影响不显著。最后对认证机构如何提高其服务质量，维持良好的顾客关系提出了建议。    

关键词: 认证机构, 服务质量, 关系质量, 实证研究

Abstract: Abstract: In the context of certification industry, the impacts of the service quality of certification agencies on relationship quality are studied. Based on four dimensions of service quality (process service capability, process interactive quality, potential service capability, and outcome quality) and three dimensions of relationship quality (cooperativity, adaptability and atmosphere of connection), the model of impacts of service quality of certification agencies on relationship quality is constructed. An empirical study involving 721 enterprises shows that process service capability and outcome quality have significant influence on the relationship quality, while process interactive quality and potential service capability have not significant impact on the relationship quality. Finally, some recommendations are proposed for certification agencies in order to improve their service quality and remain good relationship with their clients.

Key words: certification agency, service quality, relationship quality, empirical study

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