格罗鲁斯(Gronroos)第一次提出了顾客感知服务质量概念。顾客感知服务质量被定义为顾客对服务期望与实际服务绩效之间的比较。通过顾客顾客预期服务质量与实际服务质量的差距来反映,即顾客感知服务质量。当实际服务质量高于预期服务期望,就认为顾客感知服务质量是比较高的,顾客 Gronroos first proposed the concept of customer perceived service quality. Customer perceived quality of service is defined as the customer’s comparison of service expectations and actual service performance. Through customer customer expected service quality and the actual quality of service to reflect the gap, that is, customer perceived quality of service. When the actual service quality is higher than expected service expectation, it is considered that the customer perceived service quality is relatively high, and the customer