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中文摘要：
在Indserv量表基础上,基于认证服务行业实际,本研究构建起B2B情境下的服务质量测评模型。模型不仅测度了服务过程质量和服务结果质量,还将企业潜在的服务能力纳入到了测评体系当中。通过对近800位国内管理体系认证客户的问卷调查,模型的有效性得到了实证检验。进而,本文应用该模型对认证行业的服务质量特性进行了分析。研究结果表明,不同类型的认证客户,服务质量评价的差异相当显著。在当前中国认证市场中,认清行业发展现状,正确理解客户需求,对于认证机构极为重要。
英文摘要：
Based on certification service industry, this paper puts forward a new B2B service quality scale on the basis of the Indserv scale. The model not only evaluates the service process quality and the service result quality, but also measures the enterprise’latent service ability. Through a large-scale questionnaire survey on nearly 800 certification customers, the authors empirically test this model. Then, the authors explore and analyze quality characters of certification service industries using this developed model. The results of variance analysis show that different customers’quality evaluations levels are significantly different. In the current certification market, fully understanding the developmental status and clearly understanding the needs of customers are extremely important.
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