摘 要随着家具业界的竞争日趋激烈，各家具城的商业竞争已经不仅仅是价格竞争和产品竞争了，还是涵盖了经济力量、服务功能、生长环境、立异能力、管理水平等的综合实力的竞争。 随着家具行业的快速发展，现在家具行业转变为供给需求的新型版图，消费者选择的余地也就随之越来越大了。 在这样的情况下，家具城就必须改变过去老套的销售模式，实施满足顾客需求的个性化服务设计步骤，结合顾客的意见，努力提供给顾客让他们感到更合心意更幸福的服务。本研究应用了 Parasuraman、 Zeithaml 和 Berry（简称 pzb）提出的服务质量差距模型探讨个案香河经纬家居城的服务质量差距，掌握服务质量差距的严重程度及相关影响因素，并结合实际情况建立切实可靠的改善方案。若要有效地改善香河经纬家居城的服务质量，家居城内部人员在传递服务时必须长期地并主动地执行服务质量标准，且标准要保持一致。关键词：家具行业；商业竞争；服务质量差距模型；服务质量管理； AbstractWith the increasingly fierce competition of furniture industry, the furniture city commercial competition is price competition and product competition, or covers economic power, service function, growth environment, different ability, management level and comprehensive strength of the competition. Withthe rapid development of the furniture industry, the furniture industry has changed into a new territory for supply and demand. In such cases, the furniture city must change the old sales model, the implementation of personalized service design step, meeting customer needs, combined with customers, strive to provide to the customer to let them feel more happier a fitting service.This study applies the Parasuraman, Zeithaml and Berry (here in after referred to as PZB service quality gap) model to investigate the case xianghe city jingwei household service quality gap, to grasp the severity of the service quality gap and the related influencing factors, and combining with the actual situation to establish practical and reliable...
