服务交互外文研究文献综述

摘要/Abstract

摘要： 服务交互作为服务管理的新兴研究领域，是服务接触理论的延伸和发展。本文在对相关外文文献梳理的基础上，阐述了服务交互的研究源起，分析了服务交互的组成结构，从而归纳提炼出服务交互主体以及交互方式的不同类型，并进一步探讨服务交互质量的影响因素，最后提出了研究展望。

关键词: 服务交互; 国外; 交互结构; 研究展望

Abstract: Service interaction as the emerging field of service management is the extension and development of service contact theory. Based on the relevant literature abroad, the article expounds the research origin of service interaction. What’s more, it makes an analysis on service interaction structure, and refines different types of service interaction mode and service interaction subject. In addition, the article also explores the factors influencing the quality of service interaction further. Finally, the prospect of research is put forward.

Keywords: service interaction; foreign; interaction structure; research prospect

张丹,吴真松. 服务交互外文研究文献综述[J]. 北京第二外国语学院学报, 2014, 36(7): 40-.

Zhang Dan,Wu Zhensong. A General Description on the Research of Service Interaction Abroad[J]. Journal of Beijing International Studies Universit, 2014, 36(7): 40-.

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