中文摘要：

随着服务经济时代的到来,消费者对服务质量的要求不断提高。服务特性及消费者不同背景差异,导致我国目前该领域研究缺失。本文在传统模型修订基础上提出我国零售业服务质量评价模型。通过容忍区域问卷设计和联合分析问卷设计,在容忍区域分析和缺口理论分析基础上,实现对我国零售业服务质量的测度和评价。研究表明,容忍区域理论是确定我国零售业服务质量差异的可靠模型。研究成果对零售业提高服务质量和顾客满意有着较为广泛的理论和应用价值。

英文摘要：

With the arrival of the service economy,consumers continuously require a better service quality.Heterogeneity of service and different backgrounds of consumers is the reason for the lack of the research in this field in China.On the basis of adjustment to the traditional model,an evaluation model of retail service quality of China is built.Questionnaires of zone of tolerance and joint analysis are designed.Retail service quality of China is measured and evaluated according to zone of tolerance analysis and gap theory analysis.The results prove the effectiveness of zone of tolerance in determining the differences of retail service quality of China.The results also have more extensive theoretical and practical values for retail industry to improve service quality and customer satisfaction.