中文摘要：

在以往的服务质量研究文献中，研究视角更多的集中在影响要素和测量模型上。然而，对服务质量系统要素行为交互引致的复杂性研究关注较少。本文对现有的关于零售服务质量的国内外研究现状做了介绍与综合评述，从理论层面分析了由于跨层次行为交互和参与主体复杂理性引致的零售服务质量的要素多层次性、波动非线性以及系统自组织性等复杂性特征。然后以湖南某服务企业为研究样本，基于其1997—2012年间的零售服务质量时序数据，运用正态检验、波动持续性的R／S检验等方法进行复杂性特征的实证检验。研究结果表明，零售服务质量时间序列存在显著的非正态分布，非自相似性、非周期性、非线性、初值敏感性等复杂性特征。最后，论文对研究结论、局限性以及未来研究方向做了阐述。

英文摘要：

Retail service management theory considers that the service quality instability attribute a fault to external random disturbance factors, such as the individuation and diversification of customer demands. But it ignored the nonlinear interaction mechanism and the resulting inherent instability and complexity in the retail service quality management system. How to explain the complexity of the constantly adjustment mechanism from theory; How effectively manage and control the retail quality under the complex mechanism of the evolution, these questions have naturally become the emphasis and difficulty for scholars and managers concern in recent years. In the existing literature, theoretical perspective more attention is devoted to the factors affecting the measurement model. However, less attention is paid to the study of complexity causing the behavior of the system elements interact. The paper introduces the present research on retail service quality at home and abroad and gives composite review, analysis the cause of the complexity characteristics of retail service quality from the theoretical standpoint which includes elements＇ multilayered, waves nonlinear and system self-organizing, etc. They are hierarchical behavior interaction and the complex rational of main participation body. The paper proposed the correspond- ing theoretical assumptions based these complex characteristics. Then, this paper, taking service enterprises in human as the research sample, selects the company＇s time-series data of retail service quality from 1997 to 2012 as the empirical data, and has carried on the empirical test for the complexity characteristics by using the normal inspection and the sustainability of R/S method. The results show that the time series of retail service quality has five significant complexity features, including a non-normal distribution, self-similarity, aperiodic, nonlinear, initial value sensitivity, etc. Finally, the paper put forward feasible countermeasures and suggestions with the hope of improvin