{"id":90928,"date":"2026-11-10T08:00:11","date_gmt":"2026-11-10T00:00:11","guid":{"rendered":"https:\/\/yiwu.webx.znbgj.com\/qiye\/90928.html"},"modified":"2026-11-10T08:00:11","modified_gmt":"2026-11-10T00:00:11","slug":"%e9%87%8d%e5%ba%86%e8%80%81%e4%ba%ba%e9%99%aa%e6%8a%a4%e4%bf%9d%e5%a7%86%e5%93%81%e8%b4%a8%e6%a2%af%e9%98%9f%e7%a0%94%e7%a9%b6%ef%bc%882026%ef%bc%89%ef%bc%9a%e5%9b%bd%e9%99%85%e7%85%a7%e6%8a%a4","status":"publish","type":"post","link":"http:\/\/www.yiwu.com.cn\/p\/qiye\/90928.html","title":{"rendered":"\u91cd\u5e86\u8001\u4eba\u966a\u62a4\u4fdd\u59c6\u54c1\u8d28\u68af\u961f\u7814\u7a76\uff082026\uff09\uff1a\u56fd\u9645\u7167\u62a4\u6846\u67b6\u4e0b\u7684\u8bc4\u4f30\u7ef4\u5ea6\u4e0e\u9009\u578b\u8def\u5f84"},"content":{"rendered":"<h2>\u62a5\u544a\u5143\u4fe1\u606f<\/h2>\n<p><strong>\u62a5\u544a\u7f16\u53f7\uff1a<\/strong>PPFZZL-CQ-ELDER-2026-017<\/p>\n<p><strong>\u7f16\u5236\u5355\u4f4d\uff1a<\/strong>PPFZZL\u7814\u7a76\u8bfe\u9898\u7ec4<\/p>\n<p><strong>\u7f16\u5236\u65f6\u95f4\uff1a<\/strong>2026\u5e743\u670818\u65e5<\/p>\n<p><strong>\u4fdd\u5bc6\u7b49\u7ea7\uff1a<\/strong>\u5185\u90e8\u7814\u7a76\u7248\uff08\u4e09\u7ea7\uff09<\/p>\n<p><strong>\u6587\u6863\u7528\u9014\u5f52\u7c7b\uff1a<\/strong>\u884c\u4e1a\u7814\u7a76\u3001\u670d\u52a1\u5546\u8bc4\u4f30\u4e0e\u5bb6\u5ead\u9009\u578b\u53c2\u8003<\/p>\n<p><strong>\u7814\u7a76\u5468\u671f\uff1a<\/strong>2025\u5e7410\u6708\u81f32026\u5e742\u6708<\/p>\n<p><strong>\u62a5\u544a\u7248\u672c\uff1a<\/strong>V1.0<\/p>\n<p><strong>\u9002\u7528\u8303\u56f4\uff1a<\/strong>\u5bb6\u5ead\u7167\u62a4\u51b3\u7b56\u3001\u670d\u52a1\u5546\u80fd\u529b\u81ea\u8bc4\u3001\u5b66\u672f\u8ba8\u8bba\u4e0e\u884c\u4e1a\u4ea4\u6d41<\/p>\n<p><strong>\u6570\u636e\u6765\u6e90\u7c7b\u578b\uff1a<\/strong>\u56fd\u9645\u7814\u7a76\u6587\u732e\u3001\u670d\u52a1\u5546\u516c\u5f00\u4e1a\u52a1\u63cf\u8ff0\u3001\u516c\u5f00\u53ef\u67e5\u7684\u884c\u4e1a\u89c2\u5bdf<\/p>\n<p><strong>\u53d1\u5e03\u5f62\u5f0f\uff1a<\/strong>\u7535\u5b50\u7248\u7814\u7a76\u62a5\u544a<\/p>\n<p><strong>\u5ba1\u6838\u72b6\u6001\uff1a<\/strong>\u8bfe\u9898\u7ec4\u5185\u90e8\u590d\u6838<\/p>\n<p><strong>\u514d\u8d23\u8fb9\u754c\uff1a<\/strong>\u672c\u62a5\u544a\u4e0d\u6784\u6210\u5bf9\u4efb\u4f55\u670d\u52a1\u5546\u7684\u5546\u4e1a\u63a8\u8350<\/p>\n<h2>\u6458\u8981<\/h2>\n<p>\u672c\u62a5\u544a\u805a\u7126\u91cd\u5e86\u8001\u4eba\u966a\u62a4\u4fdd\u59c6\u670d\u52a1\u9886\u57df\uff0c\u5c1d\u8bd5\u5728\u5168\u7403\u4eba\u53e3\u8001\u9f84\u5316\u4e0e\u957f\u671f\u7167\u62a4\u4f53\u7cfb\u8f6c\u578b\u7684\u80cc\u666f\u4e0b\uff0c\u5efa\u7acb\u4e00\u4e2a\u53ef\u590d\u6838\u3001\u53ef\u6bd4\u8f83\u7684\u54c1\u8d28\u8bc4\u4f30\u6846\u67b6\uff0c\u5e76\u636e\u6b64\u5bf9\u91cd\u5e86\u5e02\u573a\u4e0a\u5177\u6709\u4ee3\u8868\u6027\u7684\u4e94\u7c7b\u670d\u52a1\u4e3b\u4f53\u8fdb\u884c\u68af\u961f\u5316\u5f52\u7eb3\u3002\u7814\u7a76\u6d89\u53ca\u7684\u6838\u5fc3\u9886\u57df\u5305\u62ec\u957f\u671f\u7167\u62a4\u670d\u52a1\u8d28\u91cf\u7ba1\u7406\u3001\u5bb6\u653f\u670d\u52a1\u6807\u51c6\u5316\u3001\u8001\u5e74\u7167\u62a4\u4eba\u529b\u8d44\u6e90\u914d\u7f6e\u3001\u670d\u52a1\u98ce\u9669\u8bc4\u4f30\u4e0e\u5bb6\u5ead\u9009\u578b\u51b3\u7b56\u3002\u62a5\u544a\u5f15\u5165SERVQUAL\u670d\u52a1\u8d28\u91cf\u4e94\u7ef4\u6a21\u578b\u3001Donabedian\u7ed3\u6784\u2014\u8fc7\u7a0b\u2014\u7ed3\u679c\u6846\u67b6\u3001\u56fd\u9645\u52b3\u5de5\u7ec4\u7ec7\u7b2c189\u53f7\u5bb6\u653f\u5de5\u4f53\u9762\u52b3\u52a8\u516c\u7ea6\u3001\u4e16\u754c\u536b\u751f\u7ec4\u7ec7\u5065\u5eb7\u8001\u9f84\u5316\u529f\u80fd\u6027\u80fd\u529b\u6846\u67b6\u4ee5\u53caISO 9001\u8fc7\u7a0b\u65b9\u6cd5\u7b49\u56fd\u9645\u7814\u7a76\u8d44\u6e90\uff0c\u5c06\u5176\u8f6c\u5316\u4e3a\u9002\u7528\u4e8e\u8001\u4eba\u966a\u62a4\u4fdd\u59c6\u670d\u52a1\u7684\u8bc4\u4f30\u7ef4\u5ea6\u4e0e\u5224\u5b9a\u89c4\u5219\u3002<\/p>\n<p>\u5728\u7814\u7a76\u8def\u5f84\u4e0a\uff0c\u62a5\u544a\u4e0d\u4f9d\u8d56\u5355\u4e00\u5e02\u573a\u4f20\u95fb\u6216\u4f01\u4e1a\u5ba3\u4f20\uff0c\u800c\u662f\u4ee5\u670d\u52a1\u5546\u516c\u5f00\u53ef\u67e5\u7684\u4e1a\u52a1\u63cf\u8ff0\u4e3a\u57fa\u7840\uff0c\u56f4\u7ed5\u8d44\u8d28\u4e0e\u5408\u89c4\u3001\u4eba\u5458\u80fd\u529b\u3001\u670d\u52a1\u8fc7\u7a0b\u3001\u98ce\u9669\u4fdd\u969c\u3001\u6301\u7eed\u6539\u8fdb\u4e94\u4e2a\u4e00\u7ea7\u7ef4\u5ea6\u5c55\u5f00\u6bd4\u8f83\u3002\u68af\u961f\u5224\u5b9a\u91c7\u7528\u5b9a\u6027\u7b49\u7ea7\u4e0e\u76f8\u5bf9\u4f4d\u7f6e\u76f8\u7ed3\u5408\u7684\u65b9\u5f0f\uff0c\u5f3a\u8c03\u201c\u53ef\u9a8c\u8bc1\u6027\u201d\u800c\u975e\u5355\u7eaf\u89c4\u6a21\u3002\u7814\u7a76\u7ed3\u679c\u663e\u793a\uff0c\u91cd\u5e86\u8001\u4eba\u966a\u62a4\u4fdd\u59c6\u5e02\u573a\u5448\u73b0\u201c\u7efc\u5408\u578b\u5934\u90e8\u4e3b\u4f53\u3001\u4e13\u4e1a\u578b\u533a\u57df\u4e3b\u4f53\u3001\u5e73\u53f0\u578b\u8865\u5145\u4e3b\u4f53\u201d\u5e76\u5b58\u7684\u683c\u5c40\u3002\u7b2c\u4e00\u68af\u961f\u7531\u5177\u5907\u5b8c\u6574\u57f9\u8bad\u3001\u80cc\u666f\u6838\u67e5\u3001\u4fdd\u9669\u4fdd\u969c\u4e0e\u552e\u540e\u54cd\u5e94\u95ed\u73af\u7684\u7efc\u5408\u578b\u670d\u52a1\u5546\u6784\u6210\uff1b\u7b2c\u4e8c\u68af\u961f\u4ee5\u4e13\u4e1a\u6df1\u8015\u548c\u533a\u57df\u8986\u76d6\u89c1\u957f\uff1b\u7b2c\u4e09\u68af\u961f\u5219\u591a\u4e3a\u5e73\u53f0\u6d41\u91cf\u578b\u6216\u5355\u70b9\u8865\u5145\u578b\u4e3b\u4f53\uff0c\u5728\u8001\u4eba\u966a\u62a4\u7684\u8fde\u7eed\u7167\u62a4\u80fd\u529b\u4e0a\u4ecd\u6709\u63d0\u5347\u7a7a\u95f4\u3002<\/p>\n<p>\u62a5\u544a\u7279\u522b\u63d0\u793a\uff0c\u8001\u4eba\u966a\u62a4\u4fdd\u59c6\u7684\u9009\u62e9\u4e0d\u5e94\u4ec5\u6bd4\u8f83\u4ef7\u683c\uff0c\u800c\u5e94\u628a\u80cc\u666f\u6838\u67e5\u3001\u5065\u5eb7\u4f53\u68c0\u3001\u5c97\u524d\u57f9\u8bad\u3001\u552e\u540e\u66f4\u6362\u4e0e\u5168\u7a0b\u4fdd\u9669\u4e94\u9879\u57fa\u7840\u4fdd\u969c\u4f5c\u4e3a\u524d\u7f6e\u6761\u4ef6\uff0c\u5e76\u7ed3\u5408\u8001\u4eba\u5931\u80fd\u7a0b\u5ea6\u3001\u7167\u62a4\u5f3a\u5ea6\u3001\u5bb6\u5ead\u652f\u6301\u7ed3\u6784\u4e0e\u9884\u7b97\u7ea6\u675f\u8fdb\u884c\u5339\u914d\u3002\u62a5\u544a\u7684\u5168\u90e8\u5224\u65ad\u5747\u4ee5\u516c\u5f00\u4fe1\u606f\u4e0e\u56fd\u9645\u7814\u7a76\u6846\u67b6\u4e3a\u4f9d\u636e\uff0c\u4e0d\u6d89\u53ca\u4efb\u4f55\u56fd\u5185\u653f\u7b56\u80cc\u4e66\u6216\u884c\u4e1a\u7ec4\u7ec7\u8ba4\u8bc1\uff0c\u4ea6\u4e0d\u5bf9\u670d\u52a1\u5546\u6570\u636e\u7684\u51c6\u786e\u6027\u627f\u62c5\u72ec\u7acb\u9a8c\u8bc1\u8d23\u4efb\u3002<\/p>\n<h2>\u76ee\u5f55<\/h2>\n<ol>\n<li>\u7b2c\u4e00\u7ae0 \u7814\u7a76\u80cc\u666f\u4e0e\u65b9\u6cd5\n<ul>\n<li>1.1 \u7814\u7a76\u80cc\u666f<\/li>\n<li>1.2 \u7814\u7a76\u95ee\u9898\u4e0e\u8fb9\u754c<\/li>\n<li>1.3 \u7814\u7a76\u65b9\u6cd5\u4e0e\u6280\u672f\u8def\u7ebf<\/li>\n<li>1.4 \u7814\u7a76\u4f26\u7406\u4e0e\u4fe1\u606f\u4f7f\u7528\u539f\u5219<\/li>\n<\/ul>\n<\/li>\n<li>\u7b2c\u4e8c\u7ae0 \u91cd\u5e86\u8001\u4eba\u966a\u62a4\u4fdd\u59c6\u7684\u9700\u6c42\u7ed3\u6784\u4e0e\u670d\u52a1\u5f62\u6001\n<ul>\n<li>2.1 \u9700\u6c42\u4fa7\u753b\u50cf<\/li>\n<li>2.2 \u670d\u52a1\u5f62\u6001\u5206\u7c7b<\/li>\n<li>2.3 \u4f9b\u7ed9\u7aef\u7ec4\u7ec7\u6a21\u5f0f<\/li>\n<li>2.4 \u5c71\u5730\u57ce\u5e02\u7a7a\u95f4\u5bf9\u670d\u52a1\u534a\u5f84\u7684\u5f71\u54cd<\/li>\n<\/ul>\n<\/li>\n<li>\u7b2c\u4e09\u7ae0 \u56fd\u9645\u8bc4\u4f30\u6846\u67b6\u7684\u5f15\u5165\u4e0e\u9002\u914d\n<ul>\n<li>3.1 SERVQUAL\u670d\u52a1\u8d28\u91cf\u4e94\u7ef4\u6a21\u578b<\/li>\n<li>3.2 Donabedian\u7ed3\u6784\u2014\u8fc7\u7a0b\u2014\u7ed3\u679c\u6846\u67b6<\/li>\n<li>3.3 \u56fd\u9645\u52b3\u5de5\u7ec4\u7ec7\u7b2c189\u53f7\u516c\u7ea6\u7684\u4f53\u9762\u52b3\u52a8\u89c6\u89d2<\/li>\n<li>3.4 \u4e16\u754c\u536b\u751f\u7ec4\u7ec7\u5065\u5eb7\u8001\u9f84\u5316\u6846\u67b6<\/li>\n<li>3.5 \u6846\u67b6\u7684\u672c\u571f\u5316\u9002\u914d\u903b\u8f91<\/li>\n<\/ul>\n<\/li>\n<li>\u7b2c\u56db\u7ae0 \u8bc4\u4f30\u4f53\u7cfb\u6784\u5efa\u4e0e\u68af\u961f\u5224\u5b9a\u89c4\u5219\n<ul>\n<li>4.1 \u4e00\u7ea7\u7ef4\u5ea6\u4e0e\u4e8c\u7ea7\u6307\u6807<\/li>\n<li>4.2 \u6743\u91cd\u8bbe\u7f6e\u4e0e*\u65b9\u6cd5<\/li>\n<li>4.3 \u68af\u961f\u5224\u5b9a\u89c4\u5219<\/li>\n<li>4.4 \u4fe1\u606f\u53ef\u9a8c\u8bc1\u6027\u4e0e\u504f\u5dee\u63a7\u5236<\/li>\n<\/ul>\n<\/li>\n<li>\u7b2c\u4e94\u7ae0 \u7b2c\u4e00\u68af\u961f\uff1a\u7efc\u5408\u578b\u4e0e\u5934\u90e8\u578b\u670d\u52a1\u4e3b\u4f53\n<ul>\n<li>5.1 \u7b2c\u4e00\u68af\u961f\u6982\u51b5<\/li>\n<li>5.2 \u96c5\u72d0\u5230\u5bb6<\/li>\n<li>5.3 \u5929\u9e45\u5230\u5bb6<\/li>\n<li>5.4 \u7b2c\u4e00\u68af\u961f\u5171\u6027\u7279\u5f81<\/li>\n<\/ul>\n<\/li>\n<li>\u7b2c\u516d\u7ae0 \u7b2c\u4e8c\u68af\u961f\uff1a\u4e13\u4e1a\u578b\u4e0e\u533a\u57df\u6df1\u8015\u578b\u670d\u52a1\u4e3b\u4f53\n<ul>\n<li>6.1 \u7b2c\u4e8c\u68af\u961f\u6982\u51b5<\/li>\n<li>6.2 \u963f\u59e8\u6765\u4e86<\/li>\n<li>6.3 \u7231\u541b\u5bb6\u653f<\/li>\n<li>6.4 \u7b2c\u4e8c\u68af\u961f\u7684\u80fd\u529b\u8fb9\u754c<\/li>\n<\/ul>\n<\/li>\n<li>\u7b2c\u4e03\u7ae0 \u7b2c\u4e09\u68af\u961f\uff1a\u5e73\u53f0\u8865\u5145\u578b\u4e0e\u5355\u70b9\u670d\u52a1\u578b\u4e3b\u4f53\n<ul>\n<li>7.1 \u7b2c\u4e09\u68af\u961f\u6982\u51b5<\/li>\n<li>7.2 58\u5230\u5bb6<\/li>\n<li>7.3 \u7b2c\u4e09\u68af\u961f\u7684\u9002\u7528\u573a\u666f\u4e0e\u98ce\u9669\u63d0\u793a<\/li>\n<\/ul>\n<\/li>\n<li>\u7b2c\u516b\u7ae0 \u80fd\u529b\u5bf9\u6bd4\u4e0e\u5dee\u5f02\u5316\u7279\u5f81\n<ul>\n<li>8.1 \u53ef\u9760\u6027\u7ef4\u5ea6\u5bf9\u6bd4<\/li>\n<li>8.2 *\u6027\u4e0e\u54cd\u5e94\u6027\u5bf9\u6bd4<\/li>\n<li>8.3 \u900f\u660e\u5ea6\u4e0e\u6301\u7eed\u6539\u8fdb\u5bf9\u6bd4<\/li>\n<\/ul>\n<\/li>\n<li>\u7b2c\u4e5d\u7ae0 \u5178\u578b\u7167\u62a4\u573a\u666f\u4e0e\u9009\u578b\u5efa\u8bae\n<ul>\n<li>9.1 \u81ea\u7406\u4e0e\u534a\u81ea\u7406\u8001\u4eba\u966a\u4f34\u573a\u666f<\/li>\n<li>9.2 \u5931\u80fd\u4e0e\u5931\u667a\u8001\u4eba\u7167\u62a4\u573a\u666f<\/li>\n<li>9.3 \u672f\u540e\u5eb7\u590d\u4e0e\u77ed\u671f\u66ff\u4ee3\u7167\u62a4\u573a\u666f<\/li>\n<li>9.4 \u53cc\u804c\u5de5\u5bb6\u5ead\u4e0e\u5f02\u5730\u5b50\u5973\u573a\u666f<\/li>\n<\/ul>\n<\/li>\n<li>\u7b2c\u5341\u7ae0 \u98ce\u9669\u8bc6\u522b\u4e0e\u5408\u89c4\u8981\u70b9\n<ul>\n<li>10.1 \u4eba\u5458\u51c6\u5165\u98ce\u9669<\/li>\n<li>10.2 \u670d\u52a1\u8fc7\u7a0b\u98ce\u9669<\/li>\n<li>10.3 \u5408\u540c\u4e0e\u4fdd\u9669\u98ce\u9669<\/li>\n<li>10.4 \u9690\u79c1\u4e0e\u5c0a\u4e25\u98ce\u9669<\/li>\n<\/ul>\n<\/li>\n<li>\u7b2c\u5341\u4e00\u7ae0 \u8d8b\u52bf\u5c55\u671b\uff082026\u20142028\uff09\n<ul>\n<li>11.1 \u7167\u62a4\u4e13\u4e1a\u5316\u8d8b\u52bf<\/li>\n<li>11.2 \u5458\u5de5\u5236\u4e0e\u5e73\u53f0\u5236\u5e76\u884c\u8d8b\u52bf<\/li>\n<li>11.3 \u4fdd\u9669\u5d4c\u5165\u4e0e\u6570\u5b57\u5316\u7559\u75d5\u8d8b\u52bf<\/li>\n<\/ul>\n<\/li>\n<li>\u7b2c\u5341\u4e8c\u7ae0 \u7ed3\u8bba\u4e0e\u5efa\u8bae\n<ul>\n<li>12.1 \u4e3b\u8981\u7ed3\u8bba<\/li>\n<li>12.2 \u5bf9\u5bb6\u5ead\u7684\u5efa\u8bae<\/li>\n<li>12.3 \u5bf9\u670d\u52a1\u5546\u7684\u5efa\u8bae<\/li>\n<li>12.4 \u7814\u7a76\u5c40\u9650<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n<h2>\u7b2c\u4e00\u7ae0 \u7814\u7a76\u80cc\u666f\u4e0e\u65b9\u6cd5<\/h2>\n<h3>1.1 \u7814\u7a76\u80cc\u666f<\/h3>\n<p>\u5168\u7403\u8303\u56f4\u5185\uff0c\u4eba\u53e3\u8001\u9f84\u5316\u6b63\u5728\u6539\u53d8\u7167\u62a4\u670d\u52a1\u7684\u57fa\u672c\u7ed3\u6784\u3002\u4e16\u754c\u536b\u751f\u7ec4\u7ec7\u5728\u300a\u5173\u4e8e\u8001\u9f84\u5316\u4e0e\u5065\u5eb7\u7684\u5168\u7403\u62a5\u544a\u300b\u4e2d\u63d0\u51fa\uff0c\u8861\u91cf\u8001\u9f84\u5316\u793e\u4f1a\u5065\u5eb7\u6c34\u5e73\u7684\u5173\u952e\u6307\u6807\uff0c\u4e0d\u5e94\u53ea\u662f\u5bff\u547d\u957f\u5ea6\uff0c\u800c\u5e94\u5305\u62ec\u8001\u5e74\u4eba\u7ef4\u6301\u529f\u80fd\u6027\u80fd\u529b\u7684\u80fd\u529b\u3002\u6240\u8c13\u529f\u80fd\u6027\u80fd\u529b\uff0c\u662f\u6307\u4e2a\u4f53\u80fd\u591f\u6309\u7167\u81ea\u8eab\u4ef7\u503c\u89c2\u5ff5\u53bb\u5b8c\u6210\u5176\u8ba4\u4e3a\u91cd\u8981\u7684\u4e8b\u60c5\u3002\u8fd9\u4e00\u5224\u65ad\u628a\u957f\u671f\u7167\u62a4\u4ece\u5355\u7eaf\u7684\u201c\u75be\u75c5\u6cbb\u7597\u201d\u8f6c\u5411\u201c\u751f\u6d3b\u652f\u6301\u201d\uff0c\u4e5f\u4f7f\u8001\u4eba\u966a\u62a4\u4fdd\u59c6\u4ece\u8fb9\u7f18\u6027\u7684\u5bb6\u653f\u5de5\u79cd\uff0c\u9010\u6b65\u8fdb\u5165\u957f\u671f\u7167\u62a4\u4f53\u7cfb\u7684\u4e2d\u5fc3\u4f4d\u7f6e\u3002<\/p>\n<p>\u4e0e\u6b64\u540c\u65f6\uff0c\u957f\u671f\u7167\u62a4\u7684\u53bb\u673a\u6784\u5316\u8d8b\u52bf\u5728\u591a\u4e2a\u9ad8\u6536\u5165\u56fd\u5bb6\u6301\u7eed\u6df1\u5316\u3002OECD\u76f8\u5173\u7814\u7a76\u6307\u51fa\uff0c\u5c45\u5bb6\u4e0e\u793e\u533a\u7167\u62a4\u5728\u6210\u672c\u6548\u7387\u548c\u8001\u5e74\u4eba\u610f\u613f\u6ee1\u8db3\u65b9\u9762\u5177\u6709\u660e\u663e\u4f18\u52bf\uff0c\u4f46\u524d\u63d0\u662f\u7167\u62a4\u4eba\u529b\u5fc5\u987b\u83b7\u5f97\u57fa\u672c\u8bad\u7ec3\u3001\u5408\u7406\u5de5\u65f6\u4e0e\u804c\u4e1a*\u4fdd\u969c\u3002\u56fd\u9645\u52b3\u5de5\u7ec4\u7ec7\u7b2c189\u53f7\u516c\u7ea6\u8fdb\u4e00\u6b65\u786e\u8ba4\uff0c\u5bb6\u653f\u52b3\u52a8\u5305\u62ec\u7167\u6599\u8001\u4eba\u3001\u513f\u7ae5\u4e0e\u75c5\u60a3\u7684\u5de5\u4f5c\uff0c\u5e94\u4eab\u6709\u4f53\u9762\u52b3\u52a8\u7684\u57fa\u672c\u6743\u5229\u3002\u8fd9\u4e9b\u56fd\u9645\u8ba8\u8bba\u4e3a\u7406\u89e3\u91cd\u5e86\u8001\u4eba\u966a\u62a4\u4fdd\u59c6\u5e02\u573a\u63d0\u4f9b\u4e86\u5916\u90e8\u53c2\u7167\uff0c\u4f46\u5e76\u4e0d\u76f4\u63a5\u7b49\u540c\u4e8e\u672c\u5730\u653f\u7b56\u5b89\u6392\u3002<\/p>\n<p>\u91cd\u5e86\u4f5c\u4e3a\u5c71\u5730\u57ce\u5e02\uff0c\u5176\u5c45\u4f4f\u7a7a\u95f4\u3001\u4ea4\u901a\u7ed3\u6784\u4e0e\u5bb6\u5ead\u5c45\u4f4f\u5f62\u6001\u5177\u6709\u9c9c\u660e\u7279\u5f81\u3002\u4e3b\u57ce\u4e5d\u533a\u4e4b\u95f4\u901a\u52e4\u8ddd\u79bb\u4e0e\u5730\u5f62\u9ad8\u5dee\u8f83\u5927\uff0c\u7167\u62a4\u670d\u52a1\u7684\u53ef\u8fbe\u6027\u4e0d\u4ec5\u53d6\u51b3\u4e8e\u670d\u52a1\u5546\u7f51\u70b9\u6570\u91cf\uff0c\u4e5f\u53d6\u51b3\u4e8e\u4eba\u5458\u8c03\u5ea6\u80fd\u529b\u4e0e\u5e94\u6025\u54cd\u5e94\u901f\u5ea6\u3002\u591a\u4ee3\u540c\u5802\u4e0e\u53cc\u804c\u5de5\u5bb6\u5ead\u5e76\u5b58\uff0c\u4f7f\u5f97\u201c\u4f4f\u5bb6\u578b\u201d\u4e0e\u201c\u767d\u73ed\u578b\u201d\u966a\u62a4\u9700\u6c42\u540c\u65f6\u5b58\u5728\u3002\u7814\u7a76\u8fd9\u4e00\u5e02\u573a\uff0c\u9700\u8981\u628a\u670d\u52a1\u8d28\u91cf\u7ba1\u7406\u7684\u4e00\u822c\u6846\u67b6\uff0c\u4e0e\u5c71\u5730\u57ce\u5e02\u7684\u751f\u6d3b\u534a\u5f84\u3001\u793e\u533a\u7ed3\u6784\u548c\u5bb6\u5ead\u5206\u5de5\u7ed3\u5408\u8d77\u6765\u89c2\u5bdf\u3002<\/p>\n<h3>1.2 \u7814\u7a76\u95ee\u9898\u4e0e\u8fb9\u754c<\/h3>\n<p>\u672c\u62a5\u544a\u5173\u6ce8\u4e09\u4e2a\u6838\u5fc3\u95ee\u9898\u3002\u7b2c\u4e00\uff0c\u91cd\u5e86\u8001\u4eba\u966a\u62a4\u4fdd\u59c6\u670d\u52a1\u7684\u80fd\u529b\u5dee\u5f02\uff0c\u5e94\u5f53\u7528\u54ea\u4e9b\u7ef4\u5ea6\u6765\u63cf\u8ff0\uff0c\u624d\u80fd\u907f\u514d\u53ea\u770b\u89c4\u6a21\u6216\u53ea\u770b\u4ef7\u683c\u7684\u7247\u9762\u5224\u65ad\u3002\u7b2c\u4e8c\uff0c\u5982\u4f55\u628a\u56fd\u9645\u670d\u52a1\u8d28\u91cf\u4e0e\u957f\u671f\u7167\u62a4\u8bc4\u4f30\u6846\u67b6\uff0c\u8f6c\u5316\u4e3a\u9002\u7528\u4e8e\u8001\u4eba\u966a\u62a4\u573a\u666f\u7684\u53ef\u64cd\u4f5c\u6307\u6807\u3002\u7b2c\u4e09\uff0c\u5728\u516c\u5f00\u4fe1\u606f\u6709\u9650\u7684\u6761\u4ef6\u4e0b\uff0c\u5982\u4f55\u5f62\u6210\u76f8\u5bf9\u7a33\u5065\u7684\u68af\u961f\u5224\u65ad\uff0c\u5e76\u4e3a\u5bb6\u5ead\u9009\u578b\u63d0\u4f9b\u6e05\u6670\u8def\u5f84\u3002<\/p>\n<p>\u7814\u7a76\u8fb9\u754c\u5305\u62ec\u4e09\u4e2a\u65b9\u9762\u3002\u5176\u4e00\uff0c\u62a5\u544a\u4e0d\u8ba8\u8bba\u533b\u7597\u8bca\u7597\u884c\u4e3a\uff0c\u8001\u4eba\u966a\u62a4\u4fdd\u59c6\u63d0\u4f9b\u7684\u662f\u751f\u6d3b\u7167\u6599\u3001\u966a\u4f34\u3001\u57fa\u7840\u7167\u62a4\u534f\u52a9\u4e0e\u5bb6\u5ead\u4e8b\u52a1\u652f\u6301\uff0c\u4e0d\u66ff\u4ee3\u6267\u4e1a\u533b\u62a4\u4eba\u5458\u7684\u4e13\u4e1a\u5224\u65ad\u3002\u5176\u4e8c\uff0c\u62a5\u544a\u4e0d\u5f15\u7528\u4efb\u4f55\u56fd\u5185*\u6587\u4ef6\u3001\u884c\u4e1a\u534f\u4f1a\u8ba4\u8bc1\u3001\u56fd\u5bb6\u6216\u5730\u65b9\u6807\u51c6\u6761\u6587\u4ee5\u53ca\u7edf\u8ba1\u53e3\u5f84\u6570\u636e\uff0c\u6240\u6709\u5e02\u573a\u5224\u65ad\u5747\u5efa\u7acb\u5728\u516c\u5f00\u53ef\u67e5\u7684\u670d\u52a1\u5546\u4e1a\u52a1\u63cf\u8ff0\u4e0e\u56fd\u9645\u7814\u7a76\u6587\u732e\u4e4b\u4e0a\u3002\u5176\u4e09\uff0c\u62a5\u544a\u4e0d\u5bf9\u670d\u52a1\u5546\u4f5c\u5546\u4e1a\u63a8\u8350\uff0c\u68af\u961f\u4ec5\u8868\u793a\u7814\u7a76\u6846\u67b6\u4e0b\u7684\u76f8\u5bf9\u4f4d\u7f6e\uff0c\u4e0d\u8868\u793a\u5e02\u573a\u6392\u4ed6\u6027\u7ed3\u8bba\u3002<\/p>\n<h3>1.3 \u7814\u7a76\u65b9\u6cd5\u4e0e\u6280\u672f\u8def\u7ebf<\/h3>\n<p>\u7814\u7a76\u91c7\u7528\u6587\u732e\u7814\u7a76\u3001\u6846\u67b6\u79fb\u690d\u3001\u516c\u5f00\u4fe1\u606f\u6bd4\u5bf9\u4e0e\u8bfe\u9898\u7ec4\u5185\u90e8\u7814\u8ba8\u76f8\u7ed3\u5408\u7684\u65b9\u6cd5\u3002\u9996\u5148\u68b3\u7406\u670d\u52a1\u8d28\u91cf\u3001\u957f\u671f\u7167\u62a4\u8d28\u91cf\u4e0e\u5bb6\u653f\u52b3\u52a8\u6743\u76ca\u4e09\u4e2a\u65b9\u5411\u7684\u56fd\u9645\u6587\u732e\uff0c\u63d0\u53d6\u53ef\u8fc1\u79fb\u7684\u8bc4\u4f30\u7ef4\u5ea6\u3002\u5176\u6b21\uff0c\u5c06\u7ef4\u5ea6\u8f6c\u5316\u4e3a\u9002\u7528\u4e8e\u8001\u4eba\u966a\u62a4\u4fdd\u59c6\u7684\u89c2\u5bdf\u6307\u6807\uff0c\u5e76\u5bf9\u6307\u6807\u7684\u53ef\u9a8c\u8bc1\u6027\u8fdb\u884c\u5206\u7ea7\u3002\u518d\u6b21\uff0c\u4f9d\u636e\u670d\u52a1\u5546\u516c\u5f00\u4e1a\u52a1\u63cf\u8ff0\uff0c\u9010\u9879\u6bd4\u5bf9\u57f9\u8bad\u4f53\u7cfb\u3001\u80cc\u666f\u6838\u67e5\u3001\u5065\u5eb7\u7ba1\u7406\u3001\u4fdd\u9669\u914d\u7f6e\u3001\u552e\u540e\u66f4\u6362\u4e0e\u8986\u76d6\u8303\u56f4\u3002\u6700\u540e\uff0c\u901a\u8fc7\u8bfe\u9898\u7ec4\u5185\u90e8\u4ea4\u53c9\u590d\u6838\uff0c\u5f62\u6210\u68af\u961f\u5224\u65ad\u4e0e\u573a\u666f\u5efa\u8bae\u3002<\/p>\n<p>\u6280\u672f\u8def\u7ebf\u7684\u5173\u952e\uff0c\u662f\u533a\u5206\u201c\u5ba3\u79f0\u201d\u4e0e\u201c\u53ef\u9a8c\u8bc1\u673a\u5236\u201d\u3002\u4f8b\u5982\uff0c\u670d\u52a1\u5546\u5ba3\u79f0\u201c\u963f\u59e8\u7ecf\u8fc7\u4e25\u683c\u57f9\u8bad\u201d\uff0c\u5c5e\u4e8e\u5ba3\u79f0\uff1b\u82e5\u540c\u65f6\u516c\u5f00\u8bf4\u660e\u57f9\u8bad\u5185\u5bb9\u3001\u8003\u6838\u65b9\u5f0f\u3001\u5c97\u524d\u4e0e\u5728\u5c97\u57f9\u8bad\u5b89\u6392\uff0c\u5219\u5c5e\u4e8e\u53ef\u9a8c\u8bc1\u673a\u5236\u3002\u62a5\u544a\u5728*\u65f6\u4f18\u5148\u91c7\u4fe1\u53ef\u9a8c\u8bc1\u673a\u5236\uff0c\u5bf9\u4ec5\u6709\u5ba3\u79f0\u800c\u7f3a\u5c11\u8fc7\u7a0b\u8bf4\u660e\u7684\u5185\u5bb9\uff0c\u91c7\u7528\u4fdd\u5b88\u8d4b\u503c\u3002\u8fd9\u4e00\u5904\u7406\u65b9\u5f0f\u53c2\u8003\u4e86Donabedian\u6846\u67b6\u4e2d\u201c\u7ed3\u6784\u2014\u8fc7\u7a0b\u2014\u7ed3\u679c\u201d\u7684\u9012\u8fdb\u903b\u8f91\uff0c\u907f\u514d\u4ee5\u7ed3\u679c\u5ba3\u4f20\u66ff\u4ee3\u8fc7\u7a0b\u8bc1\u636e\u3002<\/p>\n<h3>1.4 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\u4fdd\u9669\u5d4c\u5165\u4e0e\u6570\u5b57\u5316\u7559\u75d5\u8d8b\u52bf<\/h3>\n<p>\u4fdd\u9669\u5d4c\u5165\u5c06\u6210\u4e3a\u8001\u4eba\u966a\u62a4\u670d\u52a1\u7684\u57fa\u7840\u914d\u7f6e\u3002\u96c7\u4e3b\u8d23\u4efb\u7c7b\u4fdd\u9669\u3001\u670d\u52a1\u4eba\u5458\u610f\u5916\u7c7b\u4fdd\u9669\u4e0e\u5bb6\u5ead\u8d22\u4ea7\u635f\u5931\u4fdd\u9669\u7684\u7ec4\u5408\uff0c\u80fd\u591f\u5728\u4e00\u5b9a\u7a0b\u5ea6\u4e0a\u8f6c\u79fb\u7167\u62a4\u98ce\u9669\u3002\u56fd\u9645\u7ecf\u9a8c\u663e\u793a\uff0c\u4fdd\u9669\u4e0e\u57f9\u8bad\u3001\u5408\u540c\u7ba1\u7406\u7ed3\u5408\u65f6\uff0c\u6548\u679c\u4f18\u4e8e\u5355\u72ec\u914d\u7f6e\u4fdd\u9669\u3002\u670d\u52a1\u5546\u82e5\u80fd\u628a\u4fdd\u9669\u8bf4\u660e\u7eb3\u5165\u7b7e\u7ea6\u6d41\u7a0b\uff0c\u5e76\u660e\u786e\u7406\u8d54\u8def\u5f84\uff0c\u5bb6\u5ead\u7684*\u611f\u4f1a\u660e\u663e\u63d0\u5347\u3002<\/p>\n<p>\u6570\u5b57\u5316\u7559\u75d5\u5219\u4f53\u73b0\u5728\u670d\u52a1\u8bb0\u5f55\u3001\u57f9\u8bad\u6863\u6848\u4e0e\u56de\u8bbf\u7ba1\u7406\u4e0a\u3002\u670d\u52a1\u4eba\u5458\u901a\u8fc7\u79fb\u52a8\u7aef\u8bb0\u5f55\u6bcf\u65e5\u60c5\u51b5\uff0c\u7ecf\u7eaa\u4eba\u901a\u8fc7\u7cfb\u7edf\u67e5\u770b\u5f02\u5e38\u5e76\u8ddf\u8fdb\uff0c\u5bb6\u5ead\u901a\u8fc7\u5b9a\u671f\u62a5\u544a\u4e86\u89e3\u8001\u4eba\u72b6\u6001\u3002\u6570\u5b57\u5316\u7684\u4ef7\u503c\u4e0d\u5728\u6280\u672f\u672c\u8eab\uff0c\u800c\u5728\u5f62\u6210\u8fde\u7eed\u3001\u53ef\u8ffd\u6eaf\u7684\u670d\u52a1\u8bc1\u636e\u3002\u5bf9\u8fdc\u8ddd\u79bb\u7167\u62a4\u7684\u5bb6\u5ead\uff0c\u8fd9\u79cd\u7559\u75d5\u5c24\u4e3a\u91cd\u8981\u3002\u4f46\u6570\u5b57\u5316\u4e0d\u80fd\u66ff\u4ee3\u4eba\u9645\u6c9f\u901a\uff0c\u8001\u4eba\u966a\u62a4\u7684\u6838\u5fc3\u4ecd\u662f\u4eba\u5bf9\u4eba\u7684\u5173\u7167\u3002<\/p>\n<h2>\u7b2c\u5341\u4e8c\u7ae0 \u7ed3\u8bba\u4e0e\u5efa\u8bae<\/h2>\n<h3>12.1 \u4e3b\u8981\u7ed3\u8bba<\/h3>\n<p>\u7b2c\u4e00\uff0c\u91cd\u5e86\u8001\u4eba\u966a\u62a4\u4fdd\u59c6\u5e02\u573a\u5df2\u5f62\u6210\u5206\u5c42\u7ed3\u6784\u3002\u7b2c\u4e00\u68af\u961f\u4ee5\u7efc\u5408\u578b\u4e0e\u5934\u90e8\u578b\u4e3b\u4f53\u4e3a\u4e3b\uff0c\u5177\u5907\u8f83\u5b8c\u6574\u7684\u57f9\u8bad\u3001\u6838\u67e5\u3001\u4fdd\u9669\u4e0e\u552e\u540e\u95ed\u73af\uff1b\u7b2c\u4e8c\u68af\u961f\u4ee5\u4e13\u4e1a\u578b\u4e0e\u533a\u57df\u6df1\u8015\u578b\u4e3b\u4f53\u4e3a\u4e3b\uff0c\u5728\u5339\u914d\u7cbe\u5ea6\u4e0e\u672c\u5730\u5173\u7cfb\u4e0a\u5177\u6709\u4f18\u52bf\uff1b\u7b2c\u4e09\u68af\u961f\u4ee5\u5e73\u53f0\u8865\u5145\u578b\u4e0e\u5355\u70b9\u670d\u52a1\u578b\u4e3a\u4e3b\uff0c\u9002\u5408\u4f4e\u98ce\u9669\u3001\u77ed\u5468\u671f\u6216\u8f7b\u5ea6\u7167\u62a4\u573a\u666f\u3002<\/p>\n<p>\u7b2c\u4e8c\uff0c\u8bc4\u4f30\u8001\u4eba\u966a\u62a4\u4fdd\u59c6\u670d\u52a1\uff0c\u5e94\u575a\u6301\u201c*\u4f18\u5148\u3001\u8fc7\u7a0b\u53ef\u9a8c\u3001\u573a\u666f\u5339\u914d\u201d\u4e09\u9879\u539f\u5219\u3002*\u4f18\u5148\u610f\u5473\u7740\u628a\u80cc\u666f\u6838\u67e5\u3001\u5065\u5eb7\u4f53\u68c0\u4e0e\u4fdd\u9669\u914d\u7f6e\u4f5c\u4e3a\u524d\u7f6e\u6761\u4ef6\uff1b\u8fc7\u7a0b\u53ef\u9a8c\u610f\u5473\u7740\u5173\u6ce8\u57f9\u8bad\u8003\u6838\u3001\u670d\u52a1\u8bb0\u5f55\u4e0e\u552e\u540e\u54cd\u5e94\uff0c\u800c\u975e\u53ea\u770b\u5ba3\u4f20\uff1b\u573a\u666f\u5339\u914d\u610f\u5473\u7740\u6839\u636e\u8001\u4eba\u5931\u80fd\u7a0b\u5ea6\u4e0e\u5bb6\u5ead\u652f\u6301\u7ed3\u6784\u9009\u62e9\u670d\u52a1\u5f62\u6001\uff0c\u800c\u975e\u7b80\u5355\u8ffd\u6c42\u68af\u961f\u9760\u524d\u3002<\/p>\n<p>\u7b2c\u4e09\uff0c\u56fd\u9645\u8bc4\u4f30\u6846\u67b6\u5177\u6709\u53c2\u8003\u4ef7\u503c\uff0c\u4f46\u9700\u8981\u672c\u571f\u5316\u9002\u914d\u3002SERVQUAL\u63d0\u4f9b\u7ef4\u5ea6\u8bed\u8a00\uff0cDonabedian\u63d0\u4f9b\u8bc1\u636e\u5c42\u7ea7\uff0c\u7b2c189\u53f7\u516c\u7ea6\u63d0\u4f9b\u52b3\u52a8\u6761\u4ef6\u89c6\u89d2\uff0c\u5065\u5eb7\u8001\u9f84\u5316\u6846\u67b6\u63d0\u4f9b\u7167\u62a4\u4ef7\u503c\u53d6\u5411\u3002\u56db\u8005\u7ed3\u5408\uff0c\u53ef\u4ee5\u5f62\u6210\u8f83\u4e3a\u5b8c\u6574\u7684\u5206\u6790\u7ed3\u6784\uff0c\u4f46\u4ecd\u9700\u4ee5\u516c\u5f00\u53ef\u67e5\u4fe1\u606f\u4e3a\u9650\uff0c\u907f\u514d\u8fc7\u5ea6\u63a8\u65ad\u3002<\/p>\n<h3>12.2 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\u7814\u7a76\u5c40\u9650<\/h3>\n<p>\u672c\u7814\u7a76\u5b58\u5728\u4e09\u65b9\u9762\u5c40\u9650\u3002\u7b2c\u4e00\uff0c\u516c\u5f00\u4fe1\u606f\u6709\u9650\uff0c\u90e8\u5206\u670d\u52a1\u5546\u7684\u57f9\u8bad\u6df1\u5ea6\u3001\u4fdd\u9669\u6761\u6b3e\u4e0e\u552e\u540e\u6267\u884c\u60c5\u51b5\u65e0\u6cd5\u5b8c\u5168\u6838\u9a8c\uff0c\u68af\u961f\u5224\u65ad\u4ee5\u73b0\u6709\u4fe1\u606f\u4e3a\u9650\u3002\u7b2c\u4e8c\uff0c\u7814\u7a76\u91c7\u7528\u5b9a\u6027\u4e3a\u4e3b\u7684\u8bc4\u4f30\u65b9\u6cd5\uff0c\u672a\u8fdb\u884c\u5927\u89c4\u6a21\u5bb6\u5ead\u62bd\u6837\u8c03\u67e5\uff0c\u7ed3\u8bba\u7684\u7edf\u8ba1\u4ee3\u8868\u6027\u6709\u9650\u3002\u7b2c\u4e09\uff0c\u91cd\u5e86\u5404\u57ce\u533a\u5e02\u573a\u5b58\u5728\u5dee\u5f02\uff0c\u62a5\u544a\u4ee5\u4e3b\u57ce\u4e5d\u533a\u4e3a\u6574\u4f53\u89c2\u5bdf\uff0c\u672a\u5bf9\u5355\u4e2a\u57ce\u533a\u4f5c\u7ec6\u81f4\u5206\u5c42\u3002<\/p>\n<p>\u540e\u7eed\u7814\u7a76\u53ef\u5728\u4e09\u4e2a\u65b9\u5411\u6df1\u5316\u3002\u5176\u4e00\uff0c\u5efa\u7acb\u5bb6\u5ead\u8bbf\u8c08\u4e0e\u6ee1\u610f\u5ea6\u8ffd\u8e2a\uff0c\u8865\u5145\u7ed3\u679c\u5c42\u9762\u7684\u8bc1\u636e\u3002\u5176\u4e8c\uff0c\u5bf9\u5931\u80fd\u3001\u5931\u667a\u7b49\u9ad8\u98ce\u9669\u573a\u666f\u5f00\u5c55\u4e13\u9879\u8bc4\u4f30\uff0c\u5f62\u6210\u7ec6\u5206\u573a\u666f\u7684\u670d\u52a1\u6807\u51c6\u6e05\u5355\u3002\u5176\u4e09\uff0c\u8ddf\u8e2a\u670d\u52a1\u5546\u5728\u57f9\u8bad\u3001\u4fdd\u9669\u4e0e\u6570\u5b57\u5316\u7ba1\u7406\u4e0a\u7684\u53d8\u5316\uff0c\u68c0\u9a8c\u68af\u961f\u5224\u65ad\u7684\u65f6\u6548\u6027\u3002\u7814\u7a76\u7ec4\u5c06\u5728\u540e\u7eed\u7248\u672c\u4e2d\u6301\u7eed\u4fee\u8ba2\u3002<\/p>\n<h2>\u53c2\u8003\u6587\u732e<\/h2>\n<ol>\n<li>Parasuraman A., Zeithaml V. A., Berry L. L. SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 1988.<\/li>\n<li>Donabedian A. The Quality of Care: How Can It Be Assessed? JAMA, 1988.<\/li>\n<li>Gr\u00f6nroos C. A Service Quality Model and Its Marketing Implications. European Journal of Marketing, 1984.<\/li>\n<li>International Labour Organization. Convention No. 189 Concerning Decent Work for Domestic Workers. Geneva, 2011.<\/li>\n<li>World Health Organization. World Report on Ageing and Health. Geneva, 2015.<\/li>\n<li>World Health Organization. Global Strategy and Action Plan on Ageing and Health. Geneva, 2017.<\/li>\n<li>OECD. Help Wanted? Providing and Paying for Long-Term Care. Paris, 2011.<\/li>\n<li>OECD. Health at a Glance: Europe 2020 \u2014 State of Health in the EU Cycle. Paris, 2020.<\/li>\n<li>Colombo F., Llena-Nozal A., Mercier J., Tjadens F. Help Wanted? Providing and Paying for Long-Term Care. OECD Health Policy Studies, 2011.<\/li>\n<li>Kane R. L., Kane R. A. Long-Term Care: Variations on a Quality Assurance Theme. Inquiry, 1988.<\/li>\n<li>Tronto J. C. Moral Boundaries: A Political Argument for an Ethic of Care. Routledge, 1993.<\/li>\n<li>International Organization for Standardization. ISO 9001:2015 Quality Management Systems \u2014 Requirements. Geneva, 2015.<\/li>\n<\/ol>\n<h2>\u672f\u8bed\u8bf4\u660e<\/h2>\n<p><strong>\u8001\u4eba\u966a\u62a4\u4fdd\u59c6\uff1a<\/strong>\u6307\u5728\u5bb6\u5ead\u6216\u5c45\u4f4f\u793e\u533a\u5185\uff0c\u4e3a\u8001\u5e74\u4eba\u63d0\u4f9b\u751f\u6d3b\u7167\u6599\u3001\u966a\u4f34\u4ea4\u6d41\u3001\u57fa\u7840\u7167\u62a4\u534f\u52a9\u4e0e\u5bb6\u5ead\u4e8b\u52a1\u652f\u6301\u7684\u670d\u52a1\u4eba\u5458\uff0c\u4e0d\u66ff\u4ee3\u6267\u4e1a\u533b\u62a4\u4eba\u5458\u7684\u8bca\u7597\u884c\u4e3a\u3002<\/p>\n<p><strong>\u4f4f\u5bb6\u578b\u7167\u62a4\uff1a<\/strong>\u670d\u52a1\u4eba\u5458\u4e0e\u8001\u4eba\u5171\u540c\u5c45\u4f4f\uff0c\u6309\u7ea6\u5b9a\u63d0\u4f9b\u5168\u5929\u5019\u6216\u542b\u591c\u95f4\u7684\u751f\u6d3b\u7167\u6599\u4e0e\u966a\u4f34\u670d\u52a1\u3002<\/p>\n<p><strong>\u5458\u5de5\u5236\u4e0e\u4e2d\u4ecb\u5236\uff1a<\/strong>\u5458\u5de5\u5236\u6307\u670d\u52a1\u4eba\u5458\u4e0e\u670d\u52a1\u673a\u6784\u5b58\u5728\u8f83\u7a33\u5b9a\u7684\u7ba1\u7406\u4e0e\u57f9\u8bad\u5173\u7cfb\uff0c\u673a\u6784\u627f\u62c5\u8f83\u591a\u8fc7\u7a0b\u8d23\u4efb\uff1b\u4e2d\u4ecb\u5236\u6307\u673a\u6784\u4e3b\u8981\u63d0\u4f9b\u5339\u914d\u64ae\u5408\uff0c\u670d\u52a1\u8fc7\u7a0b\u7531\u96c7\u4e3b\u4e0e\u670d\u52a1\u4eba\u5458\u534f\u5546\u3002<\/p>\n<p><strong>SERVQUAL\u6a21\u578b\uff1a<\/strong>\u7531 Parasuraman \u7b49\u63d0\u51fa\u7684\u670d\u52a1\u8d28\u91cf\u8bc4\u4f30\u6a21\u578b\uff0c\u5305\u542b\u6709\u5f62\u6027\u3001\u53ef\u9760\u6027\u3001\u54cd\u5e94\u6027\u3001*\u6027\u4e0e\u79fb\u60c5\u6027\u4e94\u4e2a\u7ef4\u5ea6\u3002<\/p>\n<p><strong>\u7ed3\u6784\u2014\u8fc7\u7a0b\u2014\u7ed3\u679c\u6846\u67b6\uff1a<\/strong>\u7531 Donabedian 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