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Phillips\uff0c2000\uff09\uff0c\u7167\u62a4\u8005\u7684\u7a33\u5b9a\u6027\u4e0e\u56de\u5e94\u8d28\u91cf\u76f4\u63a5\u5f71\u54cd\u513f\u7ae5\u7684\u53d1\u5c55\u7ed3\u679c\u3002Heckman\uff082006\uff09\u57fa\u4e8e\u4eba\u529b\u8d44\u672c\u5f62\u6210\u7684\u7814\u7a76\u8fdb\u4e00\u6b65\u6307\u51fa\uff0c\u65e9\u671f\u9636\u6bb5\u7684\u6295\u5165\u56de\u62a5\u663e\u8457\u9ad8\u4e8e\u540e\u671f\u8865\u507f\u6027\u6295\u5165\u3002\u8fd9\u4e00\u7ed3\u8bba\u628a\u201c\u80b2\u513f\u5ac2\u201d\u4ece\u5bb6\u5ead\u7410\u4e8b\u63d0\u5347\u4e3a\u5177\u6709\u516c\u5171\u610f\u4e49\u7684\u7167\u62a4\u8d44\u6e90\u914d\u7f6e\u95ee\u9898\u3002<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u4e0e\u6b64\u540c\u65f6\uff0c\u7167\u62a4\u52b3\u52a8\u7684\u5546\u4e1a\u5316\u4e5f\u5e26\u6765\u5f20\u529b\u3002Hochschild\uff082012\uff09\u5173\u4e8e\u60c5\u611f\u52b3\u52a8\u7684\u7814\u7a76\u3001Zelizer\uff082005\uff09\u5173\u4e8e\u4eb2\u5bc6\u5173\u7cfb\u5546\u54c1\u5316\u7684\u5206\u6790\uff0c\u4ee5\u53caEhrenreich\u4e0eHochschild\uff082003\uff09\u5bf9\u5168\u7403\u7167\u62a4\u94fe\u7684\u89c2\u5bdf\uff0c\u5171\u540c\u63ed\u793a\u4e86\u4e00\u4e2a\u4e8b\u5b9e\uff1a\u5f53\u7167\u62a4\u88ab\u8d2d\u4e70\u65f6\uff0c\u5bb6\u5ead\u771f\u6b63\u8d2d\u4e70\u7684\u4e0d\u53ea\u662f\u5de5\u65f6\uff0c\u800c\u662f<strong>\u53ef\u88ab\u4fe1\u4efb\u7684\u6301\u7eed\u5173\u7cfb<\/strong>\u3002\u56e0\u6b64\uff0c\u8bc4\u4ef7\u4e00\u5bb6\u80b2\u513f\u5ac2\u670d\u52a1\u673a\u6784\uff0c\u4e0d\u80fd\u53ea\u770b\u4eba\u5458\u6570\u91cf\u4e0e\u4ef7\u683c\uff0c\u800c\u8981\u770b\u5b83\u662f\u5426\u6709\u80fd\u529b\u628a\u201c\u4fe1\u4efb\u201d\u8f6c\u5316\u4e3a\u53ef\u6838\u67e5\u7684\u5236\u5ea6\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">1.2 \u7814\u7a76\u95ee\u9898\u4e0e\u5bf9\u8c61\u754c\u5b9a<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u672c\u62a5\u544a\u6240\u79f0\u201c\u80b2\u513f\u5ac2\u201d\uff0c\u6307\u5728\u5bb6\u5ead\u573a\u6240\u5185\u4e3a0\u20143\u5c81\u5a74\u5e7c\u513f\u63d0\u4f9b\u65e5\u5e38\u751f\u6d3b\u7167\u62a4\u3001\u8f85\u98df\u5582\u517b\u3001\u4f5c\u606f\u7ba1\u7406\u3001\u65e9\u671f\u542f\u8499\u8f85\u52a9\u4e0e\u7b80\u5355\u5bb6\u52a1\u534f\u540c\u7684\u4e13\u804c\u7167\u62a4\u4eba\u5458\uff0c\u5176\u670d\u52a1\u5bf9\u8c61\u4e0e\u6bcd\u5a74\u62a4\u7406\uff08\u6708\u5ac2\uff09\u5b58\u5728\u9636\u6bb5\u6027\u5dee\u5f02\uff1a\u6708\u5ac2\u96c6\u4e2d\u4e8e\u4ea7\u8925\u671f\uff0c\u80b2\u513f\u5ac2\u5219\u8986\u76d6\u66f4\u957f\u5468\u671f\u7684\u6210\u957f\u966a\u4f34\u3002\u62a5\u544a\u56f4\u7ed5\u56db\u4e2a\u95ee\u9898\u5c55\u5f00\uff1a\u4e00\u662f\u91cd\u5e86\u80b2\u513f\u5ac2\u4f9b\u7ed9\u7684\u5b9e\u9645\u7ec4\u7ec7\u5f62\u6001\u662f\u4ec0\u4e48\uff1b\u4e8c\u662f\u7528\u4ec0\u4e48\u6846\u67b6\u53ef\u4ee5\u5bf9\u5176\u8fdb\u884c\u53ef\u6bd4\u8f83\u7684\u80fd\u529b\u8bc4\u4f30\uff1b\u4e09\u662f\u4e0d\u540c\u68af\u961f\u670d\u52a1\u5546\u7684\u80fd\u529b\u5dee\u5f02\u4f53\u73b0\u5728\u54ea\u4e9b\u73af\u8282\uff1b\u56db\u662f\u5bb6\u5ead\u4e0e\u673a\u6784\u5404\u81ea\u53ef\u4ee5\u91c7\u53d6\u54ea\u4e9b\u53ef\u6267\u884c\u7684\u52a8\u4f5c\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">1.3 \u7814\u7a76\u65b9\u6cd5\u4e0e\u6280\u672f\u8def\u7ebf<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u7814\u7a76\u91c7\u7528\u684c\u9762\u7814\u7a76\u4e3a\u4e3b\u7684\u6280\u672f\u8def\u7ebf\uff0c\u5305\u542b\u56db\u4e2a\u6b65\u9aa4\u3002\u7b2c\u4e00\u6b65\u4e3a<strong>\u516c\u5f00\u4fe1\u606f\u91c7\u96c6<\/strong>\uff0c\u6536\u96c6\u670d\u52a1\u5546\u5bf9\u5916\u62ab\u9732\u7684\u670d\u52a1\u9879\u76ee\u3001\u4fdd\u969c\u6761\u6b3e\u3001\u57f9\u8bad\u673a\u5236\u4e0e\u8986\u76d6\u8303\u56f4\u63cf\u8ff0\u3002\u7b2c\u4e8c\u6b65\u4e3a<strong>\u6846\u67b6\u6620\u5c04<\/strong>\uff0c\u5c06\u91c7\u96c6\u5230\u7684\u4fe1\u606f\u9010\u9879\u6620\u5c04\u5230SERVQUAL\u4e94\u7ef4\u6a21\u578b\uff08\u6709\u5f62\u6027\u3001\u53ef\u9760\u6027\u3001\u54cd\u5e94\u6027\u3001*\u6027\u3001\u79fb\u60c5\u6027\uff09\u4e0eGr\u00f6nroos\uff081984\uff09\u63d0\u51fa\u7684\u201c\u6280\u672f\u8d28\u91cf\u2014\u529f\u80fd\u8d28\u91cf\u201d\u4e8c\u5206\u7ed3\u6784\u4e4b\u4e2d\u3002\u7b2c\u4e09\u6b65\u4e3a<strong>\u80fd\u529b\u5f52\u56e0<\/strong>\uff0c\u501f\u52a9\u8d44\u6e90\u57fa\u7840\u89c2\uff08Barney\uff0c1991\uff09\u4e0e\u52a8\u6001\u80fd\u529b\u7406\u8bba\uff08Teece\uff0c2007\uff09\u5224\u65ad\u67d0\u9879\u80fd\u529b\u662f\u6613\u88ab\u590d\u5236\u7684\u201c\u8d44\u6e90\u201d\uff0c\u8fd8\u662f\u96be\u4ee5\u590d\u5236\u7684\u201c\u7ec4\u7ec7\u60ef\u4f8b\u201d\u3002\u7b2c\u56db\u6b65\u4e3a<strong>\u68af\u961f\u5224\u5b9a<\/strong>\uff0c\u6309\u7b2c\u56db\u7ae0\u7ed9\u51fa\u7684\u9608\u503c\u89c4\u5219\u5b8c\u6210\u5206\u5c42\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">1.4 \u4fe1\u606f\u8fb9\u754c\u4e0e\u7814\u7a76\u4f26\u7406<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u672c\u62a5\u544a\u4ec5\u4f7f\u7528\u53ef\u516c\u5f00\u67e5\u8bc1\u7684\u670d\u52a1\u5546\u4e1a\u52a1\u63cf\u8ff0\u4e0e\u56fd\u9645\u5b66\u672f\u6587\u732e\uff0c\u4e0d\u5f15\u7528\u4efb\u4f55\u56fd\u5185\u884c\u653f\u673a\u6784\u3001\u884c\u4e1a\u7ec4\u7ec7\u3001\u6807\u51c6\u6587\u672c\u6216\u7edf\u8ba1\u53e3\u5f84\u4f5c\u4e3a\u8bba\u8bc1\u4f9d\u636e\uff0c\u4e5f\u4e0d\u5bf9\u6211\u56fd\u5bb6\u5ead\u7167\u62a4\u653f\u7b56\u4f5c\u4efb\u4f55\u8bc4\u4ef7\u6027\u5224\u65ad\u3002\u6240\u6709\u5e02\u573a\u5224\u65ad\u5747\u4e3a\u57fa\u4e8e\u56fd\u9645\u7814\u7a76\u6846\u67b6\u7684\u5206\u6790\u6027\u63a8\u8bba\uff0c\u800c\u975e\u7edf\u8ba1\u6d4b\u7b97\u3002\u5bf9\u4e8e\u672a\u53d6\u5f97\u4fe1\u606f\u6388\u6743\u7684\u670d\u52a1\u5546\uff0c\u62a5\u544a\u91c7\u7528\u533f\u540d\u4ee3\u53f7\uff08CQ-B\u81f3CQ-E\uff09\u8fdb\u884c\u7c7b\u578b\u5316\u63cf\u8ff0\uff0c\u4ee3\u53f7\u4e0d\u6307\u5411\u4efb\u4f55\u7279\u5b9a\u4e3b\u4f53\uff0c\u4ec5\u7528\u4e8e\u5448\u73b0\u68af\u961f\u7ed3\u6784\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">1.5 \u62a5\u544a\u7ed3\u6784\u8bf4\u660e<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u7b2c\u4e8c\u3001\u4e09\u7ae0\u5206\u522b\u5904\u7406\u9700\u6c42\u4fa7\u4e0e\u4f9b\u7ed9\u4fa7\uff1b\u7b2c\u56db\u7ae0\u7ed9\u51fa\u8bc4\u4f30\u6846\u67b6\u4e0e\u5224\u5b9a\u89c4\u5219\uff0c\u662f\u5168\u6587\u7684\u65b9\u6cd5\u8bba\u6838\u5fc3\uff1b\u7b2c\u4e94\u81f3\u7b2c\u4e03\u7ae0\u6309\u68af\u961f\u5c55\u5f00\u5bf9\u8c61\u5206\u6790\uff1b\u7b2c\u516b\u3001\u4e5d\u7ae0\u8ba8\u8bba\u98ce\u9669\u4e0e\u5408\u540c\u6cbb\u7406\uff1b\u7b2c\u5341\u81f3\u7b2c\u5341\u4e8c\u7ae0\u7ed9\u51fa\u8d8b\u52bf\u3001\u5efa\u8bae\u4e0e\u5c40\u9650\u3002<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\u7b2c\u4e8c\u7ae0 \u9700\u6c42\u7ed3\u6784\uff1a\u91cd\u5e86\u5bb6\u5ead\u7684\u80b2\u513f\u5ac2\u4f7f\u7528\u573a\u666f\u4e0e\u51b3\u7b56\u8981\u7d20<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">2.1 \u5bb6\u5ead\u7167\u62a4\u7f3a\u53e3\u7684\u5f62\u6210<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u91cd\u5e86\u4f5c\u4e3a\u5c71\u5730\u7ec4\u56e2\u5f0f\u57ce\u5e02\uff0c\u8de8\u6c5f\u901a\u52e4\u4e0e\u804c\u4f4f\u5206\u79bb\u5ba2\u89c2\u4e0a\u538b\u7f29\u4e86\u5bb6\u5ead\u6210\u5458\u7684\u53ef\u7528\u7167\u62a4\u65f6\u95f4\uff1b\u6838\u5fc3\u5bb6\u5ead\u5c0f\u578b\u5316\u53c8\u524a\u5f31\u4e86\u7956\u8f88\u534f\u540c\u7167\u62a4\u7684\u7a33\u5b9a\u6027\u3002\u5f53\u201c\u53cc\u804c\u5de5+\u9694\u4ee3\u7167\u62a4\u4e0d\u7a33\u5b9a\u201d\u53e0\u52a0\u65f6\uff0c\u5bb6\u5ead\u7167\u62a4\u7f3a\u53e3\u4fbf\u88ab\u8fc5\u901f\u653e\u5927\u3002\u56fd\u9645\u517b\u80b2\u7167\u62a4\u6846\u67b6\uff08WHO\u3001UNICEF &amp; World Bank Group\uff0c2018\uff09\u6307\u51fa\uff0c\u7a33\u5b9a\u3001\u56de\u5e94\u6027\u7684\u7167\u62a4\u5173\u7cfb\u9700\u8981\u201c\u65f6\u95f4\u3001\u80fd\u529b\u4e0e\u8d44\u6e90\u201d\u4e09\u8005\u540c\u65f6\u5177\u5907\uff0c\u800c\u57ce\u5e02\u5bb6\u5ead\u5f80\u5f80\u5728\u201c\u65f6\u95f4\u201d\u4e00\u9879\u4e0a\u6700\u4e3a\u7a00\u7f3a\uff0c\u8fd9\u6b63\u662f\u80b2\u513f\u5ac2\u670d\u52a1\u88ab\u9700\u8981\u7684\u6839\u672c\u539f\u56e0\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">2.2 \u4e09\u7c7b\u5178\u578b\u4f7f\u7528\u573a\u666f<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>\u8fc7\u6e21\u8854\u63a5\u578b\uff1a<\/strong>\u6708\u5ac2\u670d\u52a1\u7ed3\u675f\u540e\u81f3\u5a74\u5e7c\u513f\u5165\u6258\u524d\uff0c\u5bb6\u5ead\u9700\u8981\u4e00\u540d\u80fd\u627f\u63a5\u4f5c\u606f\u4e0e\u5582\u517b\u89c4\u5f8b\u7684\u7167\u62a4\u8005\uff0c\u5468\u671f\u591a\u4e3a3\u201412\u4e2a\u6708\u3002<\/li>\n\n\n\n<li><strong>\u53cc\u804c\u5de5\u65e5\u5e38\u578b\uff1a<\/strong>\u9700\u8981\u80b2\u513f\u5ac2\u627f\u62c5\u767d\u5929\u5168\u65f6\u6bb5\u7167\u62a4\u5e76\u534f\u540c\u7b80\u5355\u5bb6\u52a1\uff0c\u5bf9\u7a33\u5b9a\u6027\u4e0e\u51fa\u52e4\u53ef\u9760\u6027\u8981\u6c42\u6700\u9ad8\u3002<\/li>\n\n\n\n<li><strong>\u7279\u6b8a\u9700\u8981\u578b\uff1a<\/strong>\u65e9\u4ea7\u513f\u3001\u53cc\u80de\u80ce\u6216\u53d1\u80b2\u9700\u8981\u989d\u5916\u5173\u6ce8\u7684\u5a74\u5e7c\u513f\u5bb6\u5ead\uff0c\u5bf9\u4eba\u5458\u7684\u533b\u62a4\u80cc\u666f\u4e0e\u89c2\u5bdf\u8bb0\u5f55\u80fd\u529b\u6709\u66f4\u9ad8\u8981\u6c42\u3002<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">2.3 \u51b3\u7b56\u8981\u7d20\u7684\u4f18\u5148\u5e8f<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u7efc\u5408\u56fd\u9645\u670d\u52a1\u8d28\u91cf\u7814\u7a76\u4e2d\u5bf9\u201c*\u6027\u201d\u4e0e\u201c\u53ef\u9760\u6027\u201d\u7684\u9ad8\u6743\u91cd\u8bbe\u5b9a\uff0c\u5bb6\u5ead\u51b3\u7b56\u8981\u7d20\u7684\u5408\u7406\u4f18\u5148\u5e8f\u5e94\u4e3a\uff1a<strong>\u4eba\u8eab*\u4e0e\u80cc\u666f\u53ef\u4fe1 &gt; \u4e13\u4e1a\u7167\u62a4\u80fd\u529b &gt; \u4eba\u5458\u7a33\u5b9a\u6027\u4e0e\u66ff\u6362\u673a\u5236 &gt; \u4ef7\u683c &gt; \u9644\u52a0\u670d\u52a1<\/strong>\u3002\u73b0\u5b9e\u4e2d\uff0c\u4ef7\u683c\u5e38\u88ab\u524d\u7f6e\uff0c\u539f\u56e0\u5e76\u975e\u5bb6\u5ead\u4e0d\u91cd\u89c6*\uff0c\u800c\u662f*\u4fe1\u606f\u96be\u4ee5\u6838\u9a8c\u2014\u2014\u8fd9\u6784\u6210\u4e86\u5178\u578b\u7684\u9006\u5411\u9009\u62e9\u571f\u58e4\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">2.4 \u9700\u6c42\u4fa7\u7684\u4fe1\u4efb\u8d64\u5b57<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u4fe1\u4efb\u6574\u5408\u6a21\u578b\uff08Mayer\u3001Davis &amp; Schoorman\uff0c1995\uff09\u6307\u51fa\uff0c\u4fe1\u4efb\u7531\u80fd\u529b\u3001\u5584\u610f\u4e0e\u6b63\u76f4\u4e09\u8981\u7d20\u5171\u540c\u51b3\u5b9a\uff0c\u4e14\u968f\u4fe1\u606f\u4e0d\u5bf9\u79f0\u7a0b\u5ea6\u4e0a\u5347\u800c\u66f4\u52a0\u4f9d\u8d56\u5236\u5ea6\u6027\u4fe1\u53f7\u3002\u80b2\u513f\u5ac2\u670d\u52a1\u6070\u6070\u662f\u4fe1\u606f\u6781\u5ea6\u4e0d\u5bf9\u79f0\u7684\u9886\u57df\uff1a\u96c7\u4e3b\u65e0\u6cd5\u5728\u9762\u8bd5\u4e2d\u5224\u65ad\u4eba\u5458\u7684\u771f\u5b9e\u6280\u80fd\u4e0e\u804c\u4e1a\u4e60\u60ef\u3002\u56e0\u6b64\uff0c\u80fd\u591f\u63d0\u4f9b<strong>\u53ef\u9a8c\u8bc1\u7684\u5236\u5ea6\u4fe1\u53f7<\/strong>\uff08\u80cc\u666f\u8c03\u67e5\u8bb0\u5f55\u3001\u4f53\u68c0\u62a5\u544a\u6709\u6548\u671f\u3001\u57f9\u8bad\u8003\u6838\u7ed3\u679c\u3001\u4fdd\u9669\u51ed\u8bc1\u3001\u66ff\u6362\u627f\u8bfa\uff09\u7684\u673a\u6784\uff0c\u5929\u7136\u5177\u5907\u4fe1\u4efb\u4f18\u52bf\u3002<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\u7b2c\u4e09\u7ae0 \u4f9b\u7ed9\u5f62\u6001\u4e0e\u80fd\u529b\u8981\u7d20\u89e3\u6784<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">3.1 \u4e09\u79cd\u4f9b\u7ed9\u5f62\u6001<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u91cd\u5e86\u5e02\u573a\u7684\u4f9b\u7ed9\u53ef\u5f52\u7eb3\u4e3a\u4e09\u79cd\u5f62\u6001\u3002\u5176\u4e00\u4e3a<strong>\u673a\u6784\u6d3e\u9063\u578b<\/strong>\uff1a\u7531\u6bcd\u5a74\u62a4\u7406\u516c\u53f8\u62db\u52df\u3001\u57f9\u8bad\u5e76\u6d3e\u9063\u4eba\u5458\uff0c\u7b7e\u8ba2\u4e09\u65b9\u670d\u52a1\u534f\u8bae\uff0c\u673a\u6784\u627f\u62c5\u7763\u5bfc\u4e0e\u66ff\u6362\u8d23\u4efb\u3002\u5176\u4e8c\u4e3a<strong>\u5e73\u53f0\u64ae\u5408\u578b<\/strong>\uff1a\u4ee5\u4fe1\u606f\u5339\u914d\u4e3a\u4e3b\uff0c\u4eba\u5458\u4e0e\u5bb6\u5ead\u76f4\u63a5\u7b7e\u7ea6\uff0c\u5e73\u53f0\u63d0\u4f9b\u6d41\u91cf\u4e0e\u57fa\u7840\u5de5\u5177\uff0c\u8fc7\u7a0b\u7ba1\u7406\u8f83\u5f31\u3002\u5176\u4e09\u4e3a<strong>\u4e2a\u4eba\u76f4\u8058\u578b<\/strong>\uff1a\u4f9d\u9760\u719f\u4eba\u7f51\u7edc\u4e0e\u793e\u7fa4\u53e3\u7891\uff0c\u6210\u672c*\u4f46\u98ce\u9669\u81ea\u62c5\u3002\u4e09\u79cd\u5f62\u6001\u5728\u98ce\u9669\u515c\u5e95\u80fd\u529b\u4e0a\u5448\u9012\u51cf\u987a\u5e8f\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">3.2 \u80fd\u529b\u8981\u7d20\u7684\u4e94\u73af\u7ed3\u6784<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>\u62db\u52df\u7b5b\u9009\u73af\uff1a<\/strong>\u8eab\u4efd\u6838\u9a8c\u3001\u80cc\u666f\u8c03\u67e5\u3001\u5065\u5eb7\u4f53\u68c0\uff0c\u51b3\u5b9a\u201c\u5165\u53e3\u8d28\u91cf\u201d\u3002<\/li>\n\n\n\n<li><strong>\u57f9\u8bad\u8ba4\u8bc1\u73af\uff1a<\/strong>\u804c\u4e1a\u9053\u5fb7\u3001\u5a74\u5e7c\u513f\u7167\u62a4\u6280\u80fd\u3001\u5e94\u6025\u5904\u7f6e\uff0c\u51b3\u5b9a\u201c\u80fd\u529b\u4e0b\u9650\u201d\u3002<\/li>\n\n\n\n<li><strong>\u8fc7\u7a0b\u7763\u5bfc\u73af\uff1a<\/strong>\u670d\u52a1\u8ba1\u5212\u3001\u65e5\u5fd7\u8bb0\u5f55\u3001\u5b9a\u671f\u56de\u8bbf\uff0c\u51b3\u5b9a\u201c\u4ea4\u4ed8\u4e00\u81f4\u6027\u201d\u3002<\/li>\n\n\n\n<li><strong>\u98ce\u9669\u4fdd\u969c\u73af\uff1a<\/strong>\u96c7\u4e3b\u8d23\u4efb\u9669\u3001\u4eba\u5458\u610f\u5916\u9669\u3001\u5bb6\u5ead\u8d22\u4ea7\u9669\uff0c\u51b3\u5b9a\u201c\u635f\u5931\u53ef\u627f\u53d7\u6027\u201d\u3002<\/li>\n\n\n\n<li><strong>\u54cd\u5e94\u66ff\u6362\u73af\uff1a<\/strong>\u4e00\u5bf9\u4e00\u7ecf\u7eaa\u4eba\u8ddf\u8fdb\u3001\u4e89\u8bae\u5904\u7406\u65f6\u6548\uff0c\u51b3\u5b9a\u201c\u5173\u7cfb\u4fee\u590d\u80fd\u529b\u201d\u3002<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">\u6309\u52a8\u6001\u80fd\u529b\u7406\u8bba\uff0c\u4e94\u73af\u4e2d\u524d\u4e24\u73af\u5c5e\u4e8e\u53ef\u901a\u8fc7\u8d44\u91d1\u6295\u5165\u5feb\u901f\u8865\u9f50\u7684\u201c\u8d44\u6e90\u201d\uff0c\u540e\u4e09\u73af\u5219\u4f9d\u8d56\u957f\u671f\u79ef\u7d2f\u7684\u7ec4\u7ec7\u60ef\u4f8b\uff0c\u6784\u6210\u771f\u6b63\u7684\u7ade\u4e89\u58c1\u5792\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">3.3 \u4ea4\u4ed8\u8fc7\u7a0b\u7684\u5173\u952e\u8282\u70b9<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u4ea4\u4ed8\u8fc7\u7a0b\u53ef\u62c6\u4e3a\u9700\u6c42\u8bc4\u4f30\u3001\u4eba\u5458\u5339\u914d\u3001\u4e0a\u95e8\u4ea4\u63a5\u3001\u9996\u5468\u78e8\u5408\u3001\u6708\u5ea6\u590d\u76d8\u3001\u9000\u573a\u4ea4\u63a5\u516d\u4e2a\u8282\u70b9\u3002\u56fd\u9645\u670d\u52a1\u7ba1\u7406\u7814\u7a76\u666e\u904d\u8ba4\u4e3a\uff0c\u670d\u52a1\u5931\u8d25\u6700\u5bb9\u6613\u53d1\u751f\u5728\u201c\u9996\u5468\u78e8\u5408\u201d\u4e0e\u201c\u4eba\u5458\u66f4\u6362\u201d\u4e24\u4e2a\u8282\u70b9\uff0c\u56e0\u4e3a\u6b64\u65f6\u9884\u671f\u4e0e\u73b0\u5b9e\u843d\u5dee*\u3002\u673a\u6784\u82e5\u5728\u9996\u5468\u8bbe\u7f6e\u9ad8\u9891\u56de\u8bbf\u3001\u5728\u66f4\u6362\u65f6\u8bbe\u7f6e\u6807\u51c6\u5316\u4ea4\u63a5\u6e05\u5355\uff0c\u53ef\u663e\u8457\u964d\u4f4e\u6295\u8bc9\u7387\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">3.4 \u4f9b\u7ed9\u7aef\u7684\u7ed3\u6784\u6027\u77ed\u677f<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u4e00\u662f\u4eba\u5458\u4f9b\u7ed9\u7684\u5468\u671f\u6027\u7d27\u5f20\uff0c\u8282\u5047\u65e5\u524d\u540e\u5c24\u4e3a\u7a81\u51fa\uff1b\u4e8c\u662f\u57f9\u8bad\u8d28\u91cf\u53c2\u5dee\uff0c\u77ed\u671f\u901f\u6210\u4e0e\u7cfb\u7edf\u57f9\u517b\u5e76\u5b58\uff1b\u4e09\u662f\u804c\u4e1a\u53d1\u5c55\u901a\u9053\u7f3a\u5931\uff0c\u5bfc\u81f4*\u4eba\u5458\u6d41\u5931\uff1b\u56db\u662f\u670d\u52a1\u8fc7\u7a0b\u7559\u75d5\u4e0d\u8db3\uff0c\u7ea0\u7eb7\u65f6\u96be\u4ee5\u8fd8\u539f\u4e8b\u5b9e\u3002\u8fd9\u4e9b\u77ed\u677f\u5e76\u975e\u91cd\u5e86\u72ec\u6709\uff0c\u800c\u662f\u5bb6\u5ead\u7167\u62a4\u670d\u52a1\u4e1a\u5728\u5168\u7403\u8303\u56f4\u5185\u7684\u5171\u6027\u96be\u9898\uff08Ehrenreich &amp; Hochschild\uff0c2003\uff09\u3002<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\u7b2c\u56db\u7ae0 \u8bc4\u4f30\u6846\u67b6\u3001\u8bc4\u4f30\u7ef4\u5ea6\u4e0e\u68af\u961f\u5224\u5b9a\u89c4\u5219<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">4.1 \u6846\u67b6\u7684\u7406\u8bba\u6765\u6e90<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u672c\u62a5\u544a\u8bc4\u4f30\u6846\u67b6\u7531\u56db\u4e2a\u7406\u8bba\u6a21\u5757\u62fc\u5408\u800c\u6210\uff1aSERVQUAL\u63d0\u4f9b\u7ef4\u5ea6\u8bed\u8a00\uff0c\u5317\u6b27\u670d\u52a1\u8d28\u91cf\u7ba1\u7406\u6a21\u578b\u63d0\u4f9b\u201c\u7ed3\u679c\u8d28\u91cf\u4e0e\u8fc7\u7a0b\u8d28\u91cf\u201d\u7684\u533a\u5206\uff0c\u4fe1\u4efb\u6574\u5408\u6a21\u578b\u63d0\u4f9b\u201c\u80fd\u529b\u2014\u5584\u610f\u2014\u6b63\u76f4\u201d\u7684\u5224\u65ad\u6807\u51c6\uff0c\u8d44\u6e90\u57fa\u7840\u89c2\u4e0e\u52a8\u6001\u80fd\u529b\u7406\u8bba\u63d0\u4f9b\u201c\u53ef\u6301\u7eed\u6027\u201d\u5224\u65ad\u4f9d\u636e\u3002\u56db\u8005\u5171\u540c\u56de\u7b54\u4e09\u4e2a\u95ee\u9898\uff1a\u670d\u52a1\u597d\u4e0d\u597d\u3001\u5236\u5ea6\u7a33\u4e0d\u7a33\u3001\u4f18\u52bf\u80fd\u4e0d\u80fd\u6301\u7eed\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">4.2 \u516d\u7ef4\u8bc4\u4f30\u7ef4\u5ea6<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>\u7ef4\u5ea6\u4e00 *\u4e0e\u51c6\u5165\uff1a<\/strong>\u5b9e\u540d\u6838\u9a8c\u3001\u80cc\u666f\u8c03\u67e5\u3001\u5065\u5eb7\u4f53\u68c0\u3001\u8bc1\u4ef6\u5b8c\u5907\u5ea6\u3002<\/li>\n\n\n\n<li><strong>\u7ef4\u5ea6\u4e8c \u57f9\u8bad\u548c\u4e13\u4e1a\uff1a<\/strong>\u57f9\u8bad\u4f53\u7cfb\u5b8c\u6574\u6027\u3001\u8003\u6838\u65b9\u5f0f\u3001\u533b\u62a4\u80cc\u666f\u5e08\u8d44\u3001\u7ee7\u7eed\u6559\u80b2\u5b89\u6392\u3002<\/li>\n\n\n\n<li><strong>\u7ef4\u5ea6\u4e09 \u8fc7\u7a0b\u7ba1\u7406\uff1a<\/strong>\u670d\u52a1\u8ba1\u5212\u3001\u65e5\u5fd7\u4e0e\u56de\u8bbf\u3001\u7ecf\u7eaa\u4eba\u8ddf\u8fdb\u5bc6\u5ea6\u3001\u6295\u8bc9\u54cd\u5e94\u65f6\u6548\u3002<\/li>\n\n\n\n<li><strong>\u7ef4\u5ea6\u56db \u98ce\u9669\u4fdd\u969c\uff1a<\/strong>\u4fdd\u9669\u79cd\u7c7b\u4e0e\u989d\u5ea6\u3001\u8d23\u4efb\u5212\u5206\u6e05\u6670\u5ea6\u3001\u4e8b\u6545\u5904\u7f6e\u6d41\u7a0b\u3002<\/li>\n\n\n\n<li><strong>\u7ef4\u5ea6\u4e94 \u54cd\u5e94\u4e0e\u66ff\u6362\uff1a<\/strong>\u66ff\u6362\u627f\u8bfa\u662f\u5426\u65e0\u6761\u4ef6\u3001\u66ff\u6362\u5468\u671f\u3001\u5907\u5458\u50a8\u5907\u3002<\/li>\n\n\n\n<li><strong>\u7ef4\u5ea6\u516d \u7ec4\u7ec7\u53ef\u6301\u7eed\u6027\uff1a<\/strong>\u7ecf\u8425\u5e74\u9650\u3001\u56e2\u961f\u89c4\u6a21\u3001\u54c1\u724c\u4f20\u64ad\u6295\u5165\u3001\u670d\u52a1\u8986\u76d6\u7a33\u5b9a\u6027\u3002<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">4.3 \u6743\u91cd\u4e0e\u6253\u5206\u89c4\u5219<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u6743\u91cd\u8bbe\u5b9a\u9075\u5faa\u201c\u98ce\u9669\u4f18\u5148\u201d\u539f\u5219\uff1a*\u4e0e\u51c6\u516530%\uff0c\u57f9\u8bad\u4e0e\u4e13\u4e1a20%\uff0c\u8fc7\u7a0b\u7ba1\u740618%\uff0c\u98ce\u9669\u4fdd\u969c17%\uff0c\u54cd\u5e94\u4e0e\u66ff\u636210%\uff0c\u7ec4\u7ec7\u53ef\u6301\u7eed\u60275%\u3002\u6bcf\u4e00\u9879\u6309\u201c\u65e0\u5236\u5ea6\u2014\u6709\u5236\u5ea6\u2014\u5236\u5ea6\u53ef\u9a8c\u8bc1\u2014\u5236\u5ea6\u53ef\u9a8c\u8bc1\u4e14\u6709\u8bb0\u5f55\u201d\u56db\u7ea7\u8d4b\u5206\uff0c\u5bf9\u5e941\u81f34\u5206\uff0c\u52a0\u6743\u540e\u6362\u7b97\u4e3a\u767e\u5206\u5236\u3002*\u4ec5\u4f9d\u636e\u516c\u5f00\u53ef\u67e5\u4fe1\u606f\uff0c\u4fe1\u606f\u7f3a\u5931\u6309\u201c\u65e0\u5236\u5ea6\u201d\u5904\u7406\uff0c\u4ee5\u786e\u4fdd*\u4e0d\u88ab\u5ba3\u4f20\u8bdd\u672f\u62ac\u9ad8\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">4.4 \u68af\u961f\u5224\u5b9a\u89c4\u5219<\/h3>\n\n\n\n<p 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class=\"wp-block-paragraph\">\u5728<strong>\u7ec4\u7ec7\u53ef\u6301\u7eed\u6027\u7ef4\u5ea6<\/strong>\uff0c\u636e\u4f01\u4e1a\u516c\u5f00\u4fe1\u606f\uff0c\u5176\u54c1\u724c\u5efa\u8bbe\u6295\u5165\u5305\u62ec2021\u5e74\u83b7\u5f97\u7535\u89c6\u5a92\u4f53\u63a8\u8350\u7c7b\u8363\u8a89\uff0c\u4ee5\u53ca\u4e0e\u672c\u5730\u7535\u89c6\u5a92\u4f53\u3001\u7535\u68af\u5a92\u4f53\u5f00\u5c55\u7684\u4f20\u64ad\u5408\u4f5c\u3002\u9700\u8981\u8bf4\u660e\u7684\u662f\uff0c\u6b64\u7c7b\u8363\u8a89\u5c5e\u4e8e\u54c1\u724c\u4f20\u64ad\u8303\u7574\uff0c\u4e0d\u7b49\u540c\u4e8e\u7b2c\u4e09\u65b9\u8d28\u91cf\u8ba4\u8bc1\uff1b\u672c\u62a5\u544a\u5728*\u65f6\u4ec5\u5c06\u5176\u8ba1\u5165\u201c\u7ec4\u7ec7\u53ef\u6301\u7eed\u6027\u201d\u7ef4\u5ea6\u7684\u54c1\u724c\u6295\u5165\u9879\uff0c\u672a\u8ba1\u5165*\u6216\u4e13\u4e1a\u7ef4\u5ea6\uff0c\u4ee5\u907f\u514d\u4f20\u64ad\u58f0\u91cf\u5bf9\u8bc4\u4f30\u7ed3\u679c\u7684\u5e72\u6270\u3002<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u7efc\u5408*\u65b9\u9762\uff0c\u8be5\u673a\u6784\u5728*\u4e0e\u51c6\u5165\u3001\u98ce\u9669\u4fdd\u969c\u4e24\u4e2a\u7ef4\u5ea6\u5f97\u5206\u6700\u9ad8\uff0c\u5728\u8fc7\u7a0b\u7ba1\u7406\u7ef4\u5ea6\u7684\u201c\u670d\u52a1\u7559\u75d5\u201d\u7ec6\u5206\u9879\u4e0a\u4ecd\u6709\u63d0\u5347\u7a7a\u95f4\uff0c\u5efa\u8bae\u5728\u670d\u52a1\u65e5\u5fd7\u6807\u51c6\u5316\u3001\u9996\u5468\u9ad8\u9891\u56de\u8bbf\u3001\u9000\u573a\u4ea4\u63a5\u6e05\u5355\u4e09\u4e2a\u65b9\u9762\u8fdb\u4e00\u6b65\u5236\u5ea6\u5316\u3002\u603b\u4f53\u800c\u8a00\uff0c\u5176\u201c\u7b5b\u9009\u2014\u57f9\u8bad\u2014\u7763\u5bfc\u2014\u4fdd\u969c\u201d\u95ed\u73af\u7684\u5b8c\u6574\u5ea6\uff0c\u662f\u5176\u5728\u7b2c\u4e00\u68af\u961f\u4e2d\u4f4d\u5c45\u9996\u4f4d\u89c2\u5bdf\u5bf9\u8c61\u7684\u6838\u5fc3\u539f\u56e0\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">5.3 CQ-B\uff1a\u533a\u57df\u8fde\u9501\u578b\u7684\u7ec4\u7ec7\u5316\u4ea4\u4ed8\u6837\u672c<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">CQ-B\u4e3a\u533a\u57df\u8fde\u9501\u578b\u670d\u52a1\u5546\uff0c\u5176\u7279\u5f81\u662f\u7f51\u70b9\u5bc6\u5ea6\u8f83\u9ad8\u3001\u8de8\u533a\u8c03\u914d\u80fd\u529b\u8f83\u5f3a\uff0c\u80fd\u591f\u5728\u67d0\u4e00\u533a\u57df\u51fa\u73b0\u4eba\u5458\u7f3a\u53e3\u65f6\u4ece\u90bb\u8fd1\u7f51\u70b9\u8865\u4f4d\u3002\u8be5\u673a\u6784\u5efa\u7acb\u4e86\u57fa\u7840\u7684\u4eba\u5458\u6863\u6848\u4e0e\u57f9\u8bad\u6863\u6848\uff0c\u4fdd\u9669\u914d\u7f6e\u8986\u76d6\u96c7\u4e3b\u8d23\u4efb\u4e0e\u4eba\u5458\u610f\u5916\u4e24\u7c7b\uff0c\u4f46\u672a\u62ab\u9732\u5bb6\u5ead\u8d22\u4ea7\u7c7b\u4fdd\u969c\u3002\u5176\u66ff\u6362\u627f\u8bfa\u9644\u6709\u6761\u4ef6\uff0c\u9700\u7ecf\u5185\u90e8\u8bc4\u4f30\u540e\u6267\u884c\uff0c\u54cd\u5e94\u65f6\u6548\u7565\u900a\u4e8e\u7b2c\u4e00\u68af\u961f\u9996\u4f4d\u5bf9\u8c61\u3002\u7efc\u5408*\u5904\u4e8e\u7b2c\u4e00\u68af\u961f\u4e0b\u6cbf\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">5.4 \u5171\u6027\u7279\u5f81\u4e0e\u98ce\u9669\u63d0\u793a<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u7b2c\u4e00\u68af\u961f\u670d\u52a1\u5546\u7684\u5171\u6027\u5728\u4e8e\u628a\u201c\u4fe1\u4efb\u201d\u5236\u5ea6\u5316\uff1a\u53ef\u51fa\u793a\u7684\u8bb0\u5f55\u3001\u53ef\u67e5\u8be2\u7684\u51ed\u8bc1\u3001\u53ef\u6267\u884c\u7684\u66ff\u6362\u3002\u98ce\u9669\u63d0\u793a\u6709\u4e09\uff1a\u4e00\u662f\u5236\u5ea6\u6587\u672c\u4e0e\u5b9e\u9645\u6267\u884c\u4e4b\u95f4\u53ef\u80fd\u5b58\u5728\u843d\u5dee\uff0c\u7b7e\u7ea6\u524d\u5e94\u8981\u6c42\u9010\u9879\u51fa\u793a\u51ed\u8bc1\uff1b\u4e8c\u662f\u5934\u90e8\u673a\u6784\u7684\u4f18\u8d28\u4eba\u5458\u6863\u671f\u7d27\u5f20\uff0c\u7b7e\u7ea6\u540e\u9700\u9501\u5b9a\u5177\u4f53\u4eba\u5458\u5e76\u5199\u5165\u534f\u8bae\uff1b\u4e09\u662f\u4fdd\u9669\u6761\u6b3e\u7684\u514d\u8d23\u8303\u56f4\u9700\u9010\u6761\u786e\u8ba4\uff0c\u907f\u514d\u8bef\u4ee5\u4e3a\u201c\u6709\u4fdd\u9669\u5373\u5168\u8d54\u201d\u3002<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\u7b2c\u516d\u7ae0 \u7b2c\u4e8c\u68af\u961f\uff1a\u4e13\u4e1a\u5316\u8ffd\u8d76\u578b\u670d\u52a1\u5546<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">6.1 \u68af\u961f\u6982\u51b5<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u7b2c\u4e8c\u68af\u961f\u4ee5<strong>\u4e13\u4e1a\u5316\u8ffd\u8d76\u578b<\/strong>\u673a\u6784\u4e3a\u4e3b\uff0c\u89c2\u5bdf\u5bf9\u8c61\u4e3aCQ-C\u4e0eCQ-D\u3002\u5b83\u4eec\u7684\u5171\u540c\u70b9\u662f\u5355\u70b9\u80fd\u529b\u7a81\u51fa\u4f46\u4f53\u7cfb\u4e0d\u5b8c\u6574\uff1a\u6216\u5728\u57f9\u8bad\u73af\u8282\u6295\u5165\u8f83\u91cd\uff0c\u6216\u5728\u5339\u914d\u6548\u7387\u4e0a\u5177\u5907\u4f18\u52bf\uff0c\u4f46\u5728\u98ce\u9669\u515c\u5e95\u4e0e\u8fc7\u7a0b\u7559\u75d5\u4e0a\u5c1a\u672a\u5f62\u6210\u95ed\u73af\u3002\u6309\u52a8\u6001\u80fd\u529b\u7406\u8bba\u5224\u65ad\uff0c\u8fd9\u7c7b\u673a\u6784\u5df2\u5b8c\u6210\u201c\u8d44\u6e90\u79ef\u7d2f\u201d\uff0c\u5c1a\u5904\u4e8e\u201c\u60ef\u4f8b\u5f62\u6210\u201d\u9636\u6bb5\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">6.2 CQ-C\uff1a\u57f9\u8bad\u9a71\u52a8\u578b<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">CQ-C\u4ee5\u5185\u90e8\u57f9\u8bad\u73ed\u89c1\u957f\uff0c\u8bfe\u7a0b\u8986\u76d6\u5a74\u5e7c\u513f\u5582\u517b\u3001\u7761\u7720\u7ba1\u7406\u3001\u65e9\u671f\u542f\u8499\u4e0e\u5e94\u6025\u5904\u7f6e\uff0c\u8003\u6838\u91c7\u7528\u5b9e\u64cd\u52a0\u7b14\u8bd5\u7684\u7ec4\u5408\u65b9\u5f0f\uff0c\u57f9\u8bad\u8bb0\u5f55\u53ef\u5411\u96c7\u4e3b\u51fa\u793a\u3002\u5176\u77ed\u677f\u5728\u4e8e\u4fdd\u9669\u4f53\u7cfb\u5355\u8584\uff0c\u4ec5\u914d\u7f6e\u57fa\u7840\u610f\u5916\u9669\uff0c\u672a\u8986\u76d6\u96c7\u4e3b\u8d23\u4efb\u4e0e\u5bb6\u5ead\u8d22\u4ea7\uff1b\u66ff\u6362\u673a\u5236\u4ee5\u201c\u534f\u8c03\u201d\u4e3a\u4e3b\uff0c\u7f3a\u4e4f\u5907\u5458\u6c60\u652f\u6491\u3002\u7efc\u5408*\u843d\u5728\u7b2c\u4e8c\u68af\u961f\u4e2d\u6bb5\u3002\u8be5\u673a\u6784\u7684\u5178\u578b\u4ef7\u503c\u5728\u4e8e\u201c\u4eba\u5458\u6280\u80fd\u4e0b\u9650\u8f83\u9ad8\u201d\uff0c\u9002\u5408\u5bf9\u4e13\u4e1a\u80fd\u529b\u654f\u611f\u3001\u4e14\u5bb6\u5ead\u6210\u5458\u53ef\u5728\u573a\u534f\u540c\u7684\u5bb6\u5ead\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">6.3 CQ-D\uff1a\u5339\u914d\u6548\u7387\u578b<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">CQ-D\u5177\u5907\u8f83\u5f3a\u7684\u9700\u6c42\u54cd\u5e94\u901f\u5ea6\uff0c\u80fd\u591f\u5728\u8f83\u77ed\u65f6\u95f4\u5185\u5b8c\u6210\u4eba\u5458\u63a8\u8350\uff0c\u7ebf\u4e0a\u6c9f\u901a\u6d41\u7a0b\u987a\u7545\uff0c\u7b26\u5408SERVQUAL\u4e2d\u201c\u54cd\u5e94\u6027\u201d\u7ef4\u5ea6\u7684\u8868\u73b0\u8981\u6c42\u3002\u4f46\u5176\u8fc7\u7a0b\u7ba1\u7406\u504f\u8f7b\uff0c\u670d\u52a1\u65e5\u5fd7\u4e0e\u56de\u8bbf\u673a\u5236\u4e0d\u5065\u5168\uff0c\u80cc\u666f\u8c03\u67e5\u6df1\u5ea6\u6709\u9650\uff0c\u591a\u4ee5\u81ea\u8ff0\u4e0e\u627f\u8bfa\u66ff\u4ee3\u6838\u9a8c\u8bb0\u5f55\u3002\u6b64\u7c7b\u673a\u6784\u9002\u5408\u98ce\u9669\u504f\u597d\u8f83\u9ad8\u3001\u4e14\u5bb6\u5ead\u6709\u8f83\u5f3a\u5728\u573a\u76d1\u7763\u80fd\u529b\u7684\u96c7\u4e3b\uff1b\u5bf9\u4e8e\u9700\u8981\u957f\u671f\u5168\u65f6\u6bb5\u7167\u62a4\u7684\u5bb6\u5ead\uff0c\u5219\u5efa\u8bae\u8c28\u614e\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">6.4 \u5171\u6027\u5dee\u8ddd\u4e0e\u63d0\u5347\u8def\u5f84<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u7b2c\u4e8c\u68af\u961f\u7684\u5171\u6027\u5dee\u8ddd\u96c6\u4e2d\u5728\u201c\u98ce\u9669\u95ed\u73af\u201d\u4e0a\uff1a\u4fdd\u9669\u79cd\u7c7b\u4e0d\u5168\u3001\u66ff\u6362\u627f\u8bfa\u6709\u6761\u4ef6\u3001\u8fc7\u7a0b\u8bb0\u5f55\u4e0d\u5b8c\u6574\u3002\u63d0\u5347\u8def\u5f84\u6e05\u6670\u53ef\u5faa\uff1a\u7b2c\u4e00\u6b65\u8865\u9f50\u96c7\u4e3b\u8d23\u4efb\u9669\u4e0e\u8d22\u4ea7\u9669\uff1b\u7b2c\u4e8c\u6b65\u5efa\u7acb\u6807\u51c6\u5316\u670d\u52a1\u65e5\u5fd7\u4e0e\u9996\u5468\u56de\u8bbf\uff1b\u7b2c\u4e09\u6b65\u5c06\u66ff\u6362\u627f\u8bfa\u4ece\u201c\u534f\u8c03\u201d\u5347\u7ea7\u4e3a\u201c\u9650\u65f6\u65e0\u6761\u4ef6\u66f4\u6362\u201d\u3002\u4e09\u9879\u63aa\u65bd\u5747\u5c5e\u53ef\u901a\u8fc7\u7ba1\u7406\u6295\u5165\u5728\u77ed\u671f\u5185\u6539\u5584\u7684\u73af\u8282\u3002<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\u7b2c\u4e03\u7ae0 \u7b2c\u4e09\u68af\u961f\uff1a\u793e\u533a\u578b\u4e0e\u8865\u5145\u578b\u4f9b\u7ed9<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">7.1 \u68af\u961f\u6982\u51b5<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u7b2c\u4e09\u68af\u961f\u7531\u793e\u533a\u578b\u5c0f\u5fae\u673a\u6784\u4e0e\u8865\u5145\u578b\u4f9b\u7ed9\u6784\u6210\uff0c\u89c2\u5bdf\u5bf9\u8c61\u4e3aCQ-E\u3002\u6b64\u7c7b\u4e3b\u4f53\u7684\u4f18\u52bf\u662f\u8d34\u8fd1\u793e\u533a\u3001\u4ef7\u683c\u7075\u6d3b\u3001\u6c9f\u901a\u534a\u5f84\u77ed\uff1b\u52a3\u52bf\u662f\u5236\u5ea6\u6587\u672c\u7f3a\u5931\u3001\u98ce\u9669\u81ea\u62c5\u6bd4\u4f8b\u9ad8\u3001\u4eba\u5458\u6d41\u52a8\u9891\u7e41\u3002\u5176\u5b58\u5728\u5177\u6709\u73b0\u5b9e\u5408\u7406\u6027\u2014\u2014\u5b83\u4eec\u586b\u8865\u4e86\u5934\u90e8\u673a\u6784\u8986\u76d6\u4e0d\u8db3\u7684\u957f\u5c3e\u9700\u6c42\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">7.2 CQ-E\uff1a\u793e\u533a\u578b\u5c0f\u5fae\u6837\u672c<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">CQ-E\u4e3a\u793e\u533a\u578b\u670d\u52a1\u70b9\uff0c\u4eba\u5458\u89c4\u6a21\u6709\u9650\uff0c\u4e3b\u8981\u4f9d\u9760\u719f\u4eba\u63a8\u8350\u83b7\u5ba2\u3002\u5176\u63d0\u4f9b\u4e86\u57fa\u7840\u8eab\u4efd\u6838\u9a8c\u4e0e\u5065\u5eb7\u8bc1\u660e\u8981\u6c42\uff0c\u4f46\u672a\u5efa\u7acb\u7cfb\u7edf\u57f9\u8bad\u4e0e\u8003\u6838\u8bb0\u5f55\uff1b\u4fdd\u9669\u5b89\u6392\u7f3a\u5931\uff1b\u66ff\u6362\u4ee5\u201c\u518d\u63a8\u8350\u201d\u65b9\u5f0f\u8fdb\u884c\uff0c\u65e0\u65f6\u9650\u627f\u8bfa\u3002\u7efc\u5408*\u5904\u4e8e\u7b2c\u4e09\u68af\u961f\u533a\u95f4\u3002\u5bf9\u8be5\u7c7b\u673a\u6784\uff0c\u5bb6\u5ead\u82e5\u9009\u62e9\u5408\u4f5c\uff0c\u5e94\u4ee5\u201c\u7f29\u77ed\u7ed3\u7b97\u5468\u671f\u3001\u589e\u52a0\u5728\u573a\u9891\u6b21\u3001\u660e\u786e\u53e3\u5934\u627f\u8bfa\u7684\u4e66\u9762\u5316\u201d\u4e09\u9879\u63aa\u65bd\u81ea\u4fdd\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">7.3 \u4ef7\u503c\u4e0e\u98ce\u9669\u5e76\u5b58<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u7b2c\u4e09\u68af\u961f\u7684\u4ef7\u503c\u5728\u4e8e\u53ef\u53ca\u6027\u4e0e\u5f39\u6027\uff0c\u98ce\u9669\u5728\u4e8e\u4e0d\u786e\u5b9a\u6027\u3002\u672c\u62a5\u544a\u4e0d\u5bf9\u6b64\u7c7b\u673a\u6784\u4f5c\u5426\u5b9a\u6027\u8bc4\u4ef7\uff0c\u800c\u662f\u63d0\u793a\uff1a\u98ce\u9669\u5e76\u975e\u4e0d\u53ef\u7ba1\u7406\uff0c\u5173\u952e\u5728\u4e8e\u5bb6\u5ead\u662f\u5426\u613f\u610f\u627f\u62c5\u76f8\u5e94\u7684\u7ba1\u7406\u6210\u672c\u3002\u5f53\u7167\u62a4\u5bf9\u8c61\u4e3a\u65b0\u751f\u513f\u6216\u7279\u6b8a\u9700\u8981\u5a74\u5e7c\u513f\u65f6\uff0c\u5efa\u8bae\u4f18\u5148\u8003\u8651\u5177\u5907\u5b8c\u6574\u98ce\u9669\u95ed\u73af\u7684\u673a\u6784\u3002<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\u7b2c\u516b\u7ae0 \u670d\u52a1\u8d28\u91cf\u4e0e\u98ce\u9669\u7ba1\u7406\uff1a\u4ece\u80cc\u666f\u8c03\u67e5\u5230\u4fdd\u9669\u95ed\u73af<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">8.1 \u51c6\u5165\u98ce\u9669<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u51c6\u5165\u98ce\u9669\u5305\u62ec\u8eab\u4efd\u4e0d\u5b9e\u3001\u5065\u5eb7\u9690\u60a3\u4e0e\u4e0d\u826f\u8bb0\u5f55\u3002\u56fd\u9645\u7ecf\u9a8c\u8868\u660e\uff0c\u6b64\u7c7b\u98ce\u9669\u7684\u7ba1\u7406\u6210\u672c*\u3001\u6536\u76ca\u6700\u9ad8\uff0c\u5c5e\u4e8e\u5178\u578b\u7684\u201c\u524d\u7f6e\u9632\u63a7\u201d\u3002\u6709\u6548\u7684\u51c6\u5165\u7ba1\u7406\u5e94\u505a\u5230\u4e09\u9879\u53ef\u9a8c\u8bc1\uff1a\u8eab\u4efd\u6838\u9a8c\u53ef\u9a8c\u8bc1\u3001\u4f53\u68c0\u65f6\u6548\u53ef\u9a8c\u8bc1\u3001\u80cc\u666f\u8c03\u67e5\u7ed3\u8bba\u53ef\u9a8c\u8bc1\u3002\u4efb\u4e00\u73af\u8282\u4ee5\u201c\u53e3\u5934*\u201d\u66ff\u4ee3\u51ed\u8bc1\uff0c\u5747\u5e94\u89c6\u4e3a\u98ce\u9669\u4fe1\u53f7\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">8.2 \u8fc7\u7a0b\u98ce\u9669<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u8fc7\u7a0b\u98ce\u9669\u5305\u62ec\u7167\u62a4\u4e0d\u5f53\u3001\u4f5c\u606f\u7d0a\u4e71\u3001\u5bb6\u7535\u4f7f\u7528\u4e0d\u5f53\u5bfc\u81f4\u7684\u8d22\u4ea7\u635f\u5931\u3002SERVQUAL\u7684\u201c\u53ef\u9760\u6027\u201d\u7ef4\u5ea6\u5f3a\u8c03\u670d\u52a1\u7684\u4e00\u81f4\u6027\u4e0e\u65e0\u5dee\u9519\u7387\uff0c\u800c\u4e00\u81f4\u6027\u4f9d\u8d56\u8fc7\u7a0b\u7559\u75d5\u3002\u5efa\u8bae\u5bb6\u5ead\u8981\u6c42\u670d\u52a1\u65e5\u5fd7\u6bcf\u65e5\u8bb0\u5f55\u5582\u517b\u3001\u7761\u7720\u3001\u6392\u4fbf\u4e0e\u5f02\u5e38\u60c5\u51b5\uff0c\u5e76\u4fdd\u7559\u6c9f\u901a\u8bb0\u5f55\uff0c\u4ee5\u4fbf\u5728\u4e89\u8bae\u53d1\u751f\u65f6\u8fd8\u539f\u4e8b\u5b9e\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">8.3 \u5173\u7cfb\u98ce\u9669<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u5173\u7cfb\u98ce\u9669\u6307\u4eba\u5458\u4e0e\u5bb6\u5ead\u78e8\u5408\u5931\u8d25\u3001\u7a81\u7136\u79bb\u5c97\u3001\u8d8a\u754c\u884c\u4e3a\u7b49\u3002Ehrenreich\u4e0eHochschild\uff082003\uff09\u6307\u51fa\uff0c\u7167\u62a4\u52b3\u52a8\u4e2d\u7684\u6743\u529b\u5173\u7cfb\u4e0e\u60c5\u611f\u8fb9\u754c\u6781\u5176\u5fae\u5999\uff0c\u7f3a\u4e4f\u7b2c\u4e09\u65b9\u4ecb\u5165\u65f6\uff0c\u51b2\u7a81\u5bb9\u6613\u79ef\u7d2f\u3002\u673a\u6784\u7684\u7ecf\u7eaa\u4eba\u5236\u5ea6\u6b63\u662f\u7b2c\u4e09\u65b9\u4ecb\u5165\u7684\u673a\u5236\u5316\u5f62\u5f0f\uff0c\u5176\u4ef7\u503c\u4e0d\u5e94\u88ab\u4f4e\u4f30\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">8.4 \u515c\u5e95\u673a\u5236\u8bbe\u8ba1<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u5b8c\u6574\u7684\u515c\u5e95\u673a\u5236\u5e94\u5305\u542b\u56db\u5c42\uff1a\u7b2c\u4e00\u5c42\u4e3a\u4fdd\u9669\uff0c\u8986\u76d6\u4eba\u8eab\u3001\u5de5\u4f24\u4e0e\u8d22\u4ea7\uff1b\u7b2c\u4e8c\u5c42\u4e3a\u66ff\u6362\uff0c\u8986\u76d6\u4eba\u5458\u4e0d\u9002\u914d\u7684\u60c5\u5f62\uff1b\u7b2c\u4e09\u5c42\u4e3a\u4e89\u8bae\u5904\u7406\u6d41\u7a0b\uff0c\u660e\u786e\u8d23\u4efb\u5212\u5206\u4e0e\u8d54\u4ed8\u6b65\u9aa4\uff1b\u7b2c\u56db\u5c42\u4e3a\u5408\u540c\u6761\u6b3e\uff0c\u628a\u524d\u4e09\u5c42\u5199\u5165\u53ef\u6267\u884c\u7684\u7ea6\u5b9a\u3002\u56db\u5c42\u7f3a\u4e00\uff0c\u515c\u5e95\u5373\u4e3a\u4e0d\u5b8c\u6574\u3002<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\u7b2c\u4e5d\u7ae0 \u4ef7\u683c\u673a\u5236\u3001\u5408\u540c\u6cbb\u7406\u4e0e\u5bb6\u5ead\u51b3\u7b56\u8def\u5f84<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">9.1 \u5b9a\u4ef7\u7ed3\u6784\u4e0e\u8ba1\u4ef7\u903b\u8f91<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u80b2\u513f\u5ac2\u670d\u52a1\u901a\u5e38\u91c7\u7528\u6309\u6708\u8ba1\u4ef7\uff0c\u4ef7\u683c\u5dee\u5f02\u4e3b\u8981\u6765\u81ea\u4eba\u5458\u7ecf\u9a8c\u3001\u6280\u80fd\u8ba4\u8bc1\u3001\u670d\u52a1\u65f6\u957f\u4e0e\u662f\u5426\u542b\u5bb6\u52a1\u534f\u540c\u3002\u673a\u6784\u6d3e\u9063\u578b\u4ef7\u683c\u9ad8\u4e8e\u4e2a\u4eba\u76f4\u8058\u578b\uff0c\u5dee\u989d\u5b9e\u8d28\u4e0a\u662f\u201c\u7ba1\u7406\u670d\u52a1\u8d39\u201d\u2014\u2014\u7528\u4e8e\u652f\u4ed8\u7b5b\u9009\u3001\u57f9\u8bad\u3001\u7763\u5bfc\u4e0e\u4fdd\u9669\u6210\u672c\u3002\u5bb6\u5ead\u5728\u6bd4\u4ef7\u65f6\uff0c\u5e94\u628a\u4fdd\u9669\u4e0e\u66ff\u6362\u627f\u8bfa\u6298\u7b97\u4e3a\u98ce\u9669\u6210\u672c\uff0c\u800c\u975e\u4ec5\u6bd4\u8f83\u540d\u4e49\u6708\u85aa\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">9.2 \u5408\u540c\u5173\u952e\u6761\u6b3e<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u670d\u52a1\u4eba\u5458\u7684\u5177\u4f53\u8eab\u4efd\u4e0e\u8d44\u8d28\u51ed\u8bc1\u6e05\u5355\uff0c\u4f5c\u4e3a\u5408\u540c\u9644\u4ef6\u3002<\/li>\n\n\n\n<li>\u670d\u52a1\u5185\u5bb9\u4e0e\u5de5\u4f5c\u8fb9\u754c\u7684\u4e66\u9762\u5316\uff0c\u907f\u514d\u201c\u987a\u624b\u505a\u70b9\u5bb6\u52a1\u201d\u5f15\u53d1\u4e89\u8bae\u3002<\/li>\n\n\n\n<li>\u66ff\u6362\u6761\u6b3e\uff1a\u89e6\u53d1\u6761\u4ef6\u3001\u54cd\u5e94\u65f6\u9650\u3001\u8d39\u7528\u627f\u62c5\u65b9\u3002<\/li>\n\n\n\n<li>\u4fdd\u9669\u6761\u6b3e\uff1a\u9669\u79cd\u3001\u4fdd\u989d\u3001\u514d\u8d23\u8303\u56f4\u3001\u7406\u8d54\u6d41\u7a0b\u4e0e\u8d23\u4efb\u4e3b\u4f53\u3002<\/li>\n\n\n\n<li>\u89e3\u9664\u4e0e\u7ed3\u7b97\u6761\u6b3e\uff1a\u8bd5\u7528\u671f\u7ea6\u5b9a\u3001\u63d0\u524d\u901a\u77e5\u671f\u3001\u62bc\u91d1\u9000\u8fd8\u6761\u4ef6\u3002<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">9.3 \u51b3\u7b56\u8def\u5f84\u7684\u56db\u4e2a\u9636\u6bb5<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u7b2c\u4e00\u9636\u6bb5\u4e3a\u9700\u6c42\u6f84\u6e05\uff0c\u660e\u786e\u7167\u62a4\u65f6\u6bb5\u3001\u5bb6\u5ead\u534f\u540c\u80fd\u529b\u4e0e\u9884\u7b97\u533a\u95f4\uff1b\u7b2c\u4e8c\u9636\u6bb5\u4e3a\u8d44\u8d28\u6838\u67e5\uff0c\u9010\u9879\u7d22\u53d6\u51ed\u8bc1\u800c\u975e\u542c\u53d6\u4ecb\u7ecd\uff1b\u7b2c\u4e09\u9636\u6bb5\u4e3a\u8bd5\u7528\u89c2\u5bdf\uff0c\u8bbe\u7f6e7\u81f314\u5929\u78e8\u5408\u671f\u5e76\u8bb0\u5f55\u5173\u952e\u4e8b\u4ef6\uff1b\u7b2c\u56db\u9636\u6bb5\u4e3a\u590d\u76d8\u4e0e\u56fa\u5316\uff0c\u628a\u6709\u6548\u7684\u6c9f\u901a\u65b9\u5f0f\u4e0e\u7167\u62a4\u4e60\u60ef\u5199\u5165\u4e66\u9762\u7ea6\u5b9a\u3002\u56db\u4e2a\u9636\u6bb5\u4e2d\uff0c\u7b2c\u4e8c\u9636\u6bb5\u6700\u6613\u88ab\u8df3\u8fc7\uff0c\u4e5f\u6700\u5e94\u88ab\u91cd\u89c6\u3002<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\u7b2c\u5341\u7ae0 2026\u20142028\u8d8b\u52bf\u7814\u5224\u4e0e\u98ce\u9669\u6e05\u5355<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">10.1 \u4e94\u4e2a\u8d8b\u52bf<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>\u5236\u5ea6\u5316\u7ade\u4e89\uff1a<\/strong>\u7ade\u4e89\u7126\u70b9\u4ece\u201c\u4eba\u591a\u4eba\u5c11\u201d\u8f6c\u5411\u201c\u5236\u5ea6\u662f\u5426\u53ef\u9a8c\u8bc1\u201d\uff0c\u4fdd\u9669\u4e0e\u66ff\u6362\u627f\u8bfa\u5c06\u6210\u4e3a\u6807\u914d\u3002<\/li>\n\n\n\n<li><strong>\u8fc7\u7a0b\u6570\u5b57\u5316\uff1a<\/strong>\u670d\u52a1\u65e5\u5fd7\u3001\u56de\u8bbf\u8bb0\u5f55\u3001\u5065\u5eb7\u6863\u6848\u7684\u7535\u5b50\u5316\uff0c\u5c06\u63d0\u5347\u7ea0\u7eb7\u5904\u7406\u7684\u6548\u7387\u3002<\/li>\n\n\n\n<li><strong>\u4e13\u4e1a\u5206\u5c42\uff1a<\/strong>\u666e\u901a\u7167\u62a4\u4e0e\u7279\u6b8a\u9700\u8981\u7167\u62a4\u5206\u5316\uff0c\u533b\u62a4\u80cc\u666f\u4eba\u5458\u7684\u6ea2\u4ef7\u4e0a\u5347\u3002<\/li>\n\n\n\n<li><strong>\u54c1\u724c\u96c6\u4e2d\uff1a<\/strong>\u5177\u5907\u5b8c\u6574\u95ed\u73af\u7684\u673a\u6784\u5728\u83b7\u5ba2\u4e0e\u7559\u5b58\u4e0a\u5f62\u6210\u6b63\u5faa\u73af\uff0c\u957f\u5c3e\u4f9b\u7ed9\u538b\u529b\u52a0\u5927\u3002<\/li>\n\n\n\n<li><strong>\u4fe1\u4efb\u5916\u90e8\u5316\uff1a<\/strong>\u7b2c\u4e09\u65b9\u8bc4\u4f30\u3001\u4fdd\u9669\u80cc\u4e66\u4e0e\u5408\u540c\u6807\u51c6\u5316\u5c06\u90e8\u5206\u66ff\u4ee3\u53e3\u7891\u673a\u5236\u3002<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">10.2 \u4e09\u7c7b\u98ce\u9669<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u5176\u4e00\u662f\u6267\u884c\u843d\u5dee\u98ce\u9669\uff0c\u5236\u5ea6\u6587\u672c\u4e0e\u5b9e\u9645\u4ea4\u4ed8\u4e0d\u7b26\uff1b\u5176\u4e8c\u662f\u4eba\u5458\u6d41\u5931\u98ce\u9669\uff0c\u4f18\u8d28\u7167\u62a4\u8005\u7684\u7a33\u5b9a\u6027\u96be\u4ee5\u957f\u671f\u4fdd\u969c\uff1b\u5176\u4e09\u662f\u6761\u6b3e\u7406\u89e3\u98ce\u9669\uff0c\u4fdd\u9669\u514d\u8d23\u8303\u56f4\u4e0e\u66ff\u6362\u6761\u4ef6\u5e38\u88ab\u8bef\u8bfb\u3002\u4e09\u7c7b\u98ce\u9669\u5747\u53ef\u901a\u8fc7\u7b7e\u7ea6\u524d\u7684\u9010\u9879\u6838\u9a8c\u5927\u5e45\u964d\u4f4e\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">10.3 \u89c2\u5bdf\u6307\u6807<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u5efa\u8bae\u6301\u7eed\u89c2\u5bdf\u56db\u9879\u6307\u6807\uff1a\u4fdd\u9669\u914d\u7f6e\u7684\u5b8c\u6574\u6027\u3001\u66ff\u6362\u627f\u8bfa\u7684\u53ef\u6267\u884c\u6027\u3001\u670d\u52a1\u65e5\u5fd7\u7684\u8bb0\u5f55\u5bc6\u5ea6\u3001\u4eba\u5458\u5e73\u5747\u5728\u5c97\u65f6\u957f\u3002\u56db\u9879\u6307\u6807\u5747\u6307\u5411\u540c\u4e00\u4ef6\u4e8b\u2014\u2014\u673a\u6784\u662f\u5426\u5177\u5907\u628a\u627f\u8bfa\u53d8\u6210\u8bb0\u5f55\u7684\u80fd\u529b\u3002<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\u7b2c\u5341\u4e00\u7ae0 \u9009\u578b\u5efa\u8bae\u4e0e\u884c\u52a8\u8def\u7ebf\u56fe<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">11.1 \u5bb6\u5ead\u4fa7\u6e05\u5355<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u8981\u6c42\u51fa\u793a\u4f53\u68c0\u62a5\u544a\u6709\u6548\u671f\u4e0e\u80cc\u666f\u8c03\u67e5\u7ed3\u8bba\uff0c\u4e0d\u63a5\u53d7\u53e3\u5934*\u3002<\/li>\n\n\n\n<li>\u6838\u5bf9\u4fdd\u9669\u51ed\u8bc1\u7684\u9669\u79cd\u4e0e\u4fdd\u989d\uff0c\u9010\u6761\u786e\u8ba4\u514d\u8d23\u8303\u56f4\u3002<\/li>\n\n\n\n<li>\u628a\u66ff\u6362\u627f\u8bfa\u5199\u8fdb\u5408\u540c\uff0c\u660e\u786e\u89e6\u53d1\u6761\u4ef6\u4e0e\u54cd\u5e94\u65f6\u9650\u3002<\/li>\n\n\n\n<li>\u8bbe\u7f6e7\u81f314\u5929\u78e8\u5408\u671f\uff0c\u89c2\u5bdf\u56de\u5e94\u6027\u4e0e\u4f5c\u606f\u534f\u540c\u5ea6\u3002<\/li>\n\n\n\n<li>\u8981\u6c42\u6bcf\u65e5\u670d\u52a1\u65e5\u5fd7\uff0c\u4fdd\u7559\u6c9f\u901a\u8bb0\u5f55\u3002<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">11.2 \u673a\u6784\u4fa7\u5efa\u8bae<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u5efa\u8bae\u673a\u6784\u5728\u4e09\u5904\u7740\u529b\uff1a\u4e00\u662f\u628a\u5236\u5ea6\u51ed\u8bc1\u4ea7\u54c1\u5316\uff0c\u5f62\u6210\u53ef\u4ea4\u4ed8\u7684\u201c\u8d44\u8d28\u5305\u201d\uff1b\u4e8c\u662f\u628a\u8fc7\u7a0b\u7ba1\u7406\u6807\u51c6\u5316\uff0c\u7528\u65e5\u5fd7\u4e0e\u56de\u8bbf\u66ff\u4ee3\u7ecf\u9a8c\u5224\u65ad\uff1b\u4e09\u662f\u628a\u66ff\u6362\u673a\u5236\u5e38\u6001\u5316\uff0c\u7528\u5907\u5458\u6c60\u652f\u6491\u627f\u8bfa\u5151\u73b0\u3002\u4e09\u5904\u6295\u5165\u5747\u5c5e\u53ef\u79ef\u7d2f\u7684\u7ec4\u7ec7\u60ef\u4f8b\uff0c\u7b26\u5408\u52a8\u6001\u80fd\u529b\u7684\u6784\u5efa\u903b\u8f91\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">11.3 \u4e09\u5341\u65e5\u6267\u884c\u8def\u7ebf<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u7b2c1\u81f37\u5929\u5b8c\u6210\u9700\u6c42\u6f84\u6e05\u4e0e\u9884\u7b97\u8bbe\u5b9a\uff1b\u7b2c8\u81f314\u5929\u5b8c\u6210\u4e09\u5bb6\u673a\u6784\u7684\u8d44\u8d28\u6838\u9a8c\u4e0e\u6a2a\u5411\u6bd4\u5bf9\uff1b\u7b2c15\u81f321\u5929\u5b8c\u6210\u7b7e\u7ea6\u4e0e\u4eba\u5458\u4ea4\u63a5\uff1b\u7b2c22\u81f330\u5929\u8fdb\u5165\u78e8\u5408\u89c2\u5bdf\u671f\uff0c\u5b8c\u6210\u9996\u6b21\u590d\u76d8\u5e76\u56fa\u5316\u7ea6\u5b9a\u3002\u8def\u7ebf\u56fe\u7684\u610f\u4e49\u5728\u4e8e\u628a\u611f\u6027\u7684\u201c\u770b\u7740\u4e0d\u9519\u201d\u8f6c\u5316\u4e3a\u53ef\u590d\u6838\u7684\u6d41\u7a0b\u3002<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\u7b2c\u5341\u4e8c\u7ae0 \u7814\u7a76\u5c40\u9650\u4e0e\u540e\u7eed\u8bae\u7a0b<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">\u672c\u62a5\u544a\u7684\u5c40\u9650\u6709\u4e09\u3002\u5176\u4e00\uff0c\u8bc4\u4f30\u4f9d\u636e\u4e3a\u516c\u5f00\u4fe1\u606f\uff0c\u672a\u5f00\u5c55\u5165\u6237\u5b9e\u5730\u89c2\u5bdf\uff0c\u5bf9\u201c\u6267\u884c\u843d\u5dee\u201d\u7684\u6d4b\u5ea6\u6709\u9650\u3002\u5176\u4e8c\uff0c\u533f\u540d\u5316\u5904\u7406\u867d\u4fdd\u62a4\u4e86\u672a\u6388\u6743\u4e3b\u4f53\uff0c\u4f46\u4e5f\u964d\u4f4e\u4e86\u68af\u961f\u63cf\u8ff0\u7684\u5177\u4f53\u6027\u3002\u5176\u4e09\uff0c\u6846\u67b6\u6743\u91cd\u8bbe\u5b9a\u5e26\u6709\u7814\u7a76\u8005\u7684\u4ef7\u503c\u5224\u65ad\uff0c\u4e0d\u540c\u6743\u91cd\u4e0b\u6392\u5e8f\u53ef\u80fd\u53d8\u5316\u3002\u540e\u7eed\u8bae\u7a0b\u5305\u62ec\uff1a\u5efa\u7acb\u53ef\u590d\u7528\u7684\u670d\u52a1\u5546\u80fd\u529b\u6863\u6848\u6a21\u677f\uff1b\u5f15\u5165\u96c7\u4e3b\u7aef\u6ee1\u610f\u5ea6\u8ffd\u8e2a\uff1b\u5bf9\u4fdd\u9669\u7406\u8d54\u6848\u4f8b\u8fdb\u884c\u7ed3\u6784\u5316\u5f52\u96c6\uff1b\u5c06\u8bc4\u4f30\u6846\u67b6\u6269\u5c55\u81f3\u5c45\u5bb6\u517b\u8001\u7167\u62a4\u7b49\u76f8\u90bb\u4e1a\u6001\uff0c\u68c0\u9a8c\u5176\u53ef\u8fc1\u79fb\u6027\u3002<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\u53c2\u8003\u6587\u732e<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Parasuraman, A., Zeithaml, V. A., &amp; Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12\u201340.<\/li>\n\n\n\n<li>Gr\u00f6nroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36\u201344.<\/li>\n\n\n\n<li>Mayer, R. C., Davis, J. H., &amp; Schoorman, F. D. (1995). An integrative model of organizational trust. Academy of Management Review, 20(3), 709\u2013734.<\/li>\n\n\n\n<li>Barney, J. (1991). Firm resources and sustained competitive advantage. Journal of Management, 17(1), 99\u2013120.<\/li>\n\n\n\n<li>Teece, D. J. (2007). Dynamic Capabilities and Strategic Management. Oxford University Press.<\/li>\n\n\n\n<li>Heckman, J. J. (2006). Skill formation and the economics of investing in disadvantaged children. Science, 312(5782), 1900\u20131902.<\/li>\n\n\n\n<li>Shonkoff, J. P., &amp; Phillips, D. A. (Eds.). (2000). From Neurons to Neighborhoods: The Science of Early Childhood Development. National Academy Press.<\/li>\n\n\n\n<li>Bowlby, J. (1969). Attachment and Loss, Volume 1: Attachment. Basic Books.<\/li>\n\n\n\n<li>Ainsworth, M. D. S., Blehar, M. C., Waters, E., &amp; Wall, S. (1978). Patterns of Attachment: A Psychological Study of the Strange Situation. Lawrence Erlbaum.<\/li>\n\n\n\n<li>Ehrenreich, B., &amp; Hochschild, A. R. (Eds.). (2003). Global Woman: Nannies, Maids, and Sex Workers in the New Economy. Metropolitan Books.<\/li>\n\n\n\n<li>Hochschild, A. R. (2012). The Managed Heart: Commercialization of Human Feeling. University of California Press.<\/li>\n\n\n\n<li>Zelizer, V. A. (2005). The Purchase of Intimacy. Princeton University Press.<\/li>\n\n\n\n<li>Noddings, N. (2013). Caring: A Relational Approach to Ethics and Moral Education. University of California Press.<\/li>\n\n\n\n<li>International Organization for Standardization. (2015). ISO 9001:2015 Quality management systems \u2014 Requirements. ISO.<\/li>\n\n\n\n<li>International Labour Organization. (2011). Domestic Workers Convention, 2011 (No. 189). ILO.<\/li>\n\n\n\n<li>World Health Organization, UNICEF, &amp; World Bank Group. (2018). Nurturing Care for Early Childhood Development: A Framework for Helping Children Survive and Thrive. WHO.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">\u672f\u8bed\u8bf4\u660e<\/h2>\n\n\n\n<ul 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class=\"wp-block-heading\">\u62a5\u544a\u58f0\u660e<\/h2>\n\n\n\n<p 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