Abstract: With the introduction of the operation principle, service quality management becomes hot spots of the research of the field about enterprise organization operation and quality management at home and abroad in recent years,but it is still infancy in domestic at present.Service quality is an behavior interaction system, which delivered the standardize product or sevice to customer through the terminal. This system consisted of three service quality perception elements, it included service organization, service terminal and customers' perception. This article, based on the three elements of interaction system of service quality dimensions, combining with the relevant theoretical research at home and abroad, and analyzed in the system of the various elements dimensions of structure. Finally, the paper also discussed the future research direction and the quality of our service to management practice.

摘要： 随着服务经营理念的引入，服务质量管理成为近年来国内外企业组织运营及质量管理领域研究的新热点，而目前在国内的相关研究还处于起步阶段。服务质量是一个服务组织通过终端将标准化的产品或服务有效传递给顾客的行为交互系统，该系统由服务组织、服务终端和顾客感知三个服务质量要素结构间的行为交互衍生而成。本文基于服务质量交互系统的三个要素维度，结合国内外相关理论研究，系统阐述与分析了各个要素维度中的结构组成。最后，论文还讨论了服务质量的未来研究方向和对管理实践的启示。