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Title: Research Design of the Relationship between the Degree of Service Standardization and Service Quality in Traditional and Modern Service Industries
Source: International Conference on Engineering and Business Management 2012(Part 4 Urban Management and Financial Investment) (pp 2577-2580)
Author(s): Ying Chen, School of Management, Zhejiang University, Hangzhou, China, 310058
Jun Zhuo, School of Management, Zhejiang University, Hangzhou, China, 310058
Abstract: This paper mainly designed a research which expected to talk about the relationship between the degree of service standardization and service quality in traditional and modern service industry. Customer satisfaction depends on lots of factors such as people, time, services, etc. Thus the degree of standardization affects customer perception service quality a lot. This research design aimed at providing some advice to service enterprises when making standardization decisions with as low cost as possible.
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