뗚6뻭뗚10웚뎤뒺샭릤듳톧톧놨쓪10퓂룟뛋컯튵럾컱싺틢뛈횸뇪쳥쾵뗄붨짨퇐뺿슦뷰쾼ꎨ헣붭싃폎횰튵톧풺뻆뗪맜샭쾵ꎬ헣붭몼훝ꎬ311231ꎩꏛ햪튪ꏝ냩쯦ퟅ뻆뗪쪽릫풢ꆢ뫀뮪쮽죋풢쯹ꆢ훇쓜뮯킴ퟖ슥뗈룟뛋컯튵뗄뾪랢ꎬ컯튵럾컱쇬폲뷸튻늽잿뗷룶탔뮯ꆢ튵뮯뗄쳹짭럾컱ꎬ늻짙웳튵짨쿫뷨본맜볒쪽럾컱뫍뻆뗪쪽럾컱ꎬ늻뛏잿뮯ퟔ짭뗄럾컱쓜솦ꎬ쳡짽럾컱킧맻ꎬ뷸뛸쳡룟튵훷뗄싺틢뛈ꎬ뛸퓚럾컱뗄맽돌훐뻍웈쟐탨튪짨솢튻룶횸뇪쳥쾵ꎬ뛔쯹쳡릩럾컱뷸탐움볛뗄춬쪱ꎬ룼캪쾸훂뗘쇋뷢튵훷뗄쿫램ꎬ듓뛸죃럾컱룼뻟헫뛔탔뫍튵탔ꎬퟶ떽폐뗄럅쪸ꆣ퓚듋듓럾컱룐횪샭싛럖컶죫쫖ꎬ뷡뫏웳튵쪵볹쳡돶쇋룟뛋컯튵맜샭싺틢뛈횸뇪뗄쓚죝ꆢ볆쯣쒣탍벰웤쫽뻝릹돉ꆣꏛ맘볼듊ꏝ컯튵맜샭ꎻ싺틢뛈ꎻ쿻돽닮뻠ꎻ횸뇪쳥쾵ꏛ훐춼럖샠뫅ꏝꏛ컄쿗뇪쪶싫ꏝAꏛퟷ헟볲뷩ꏝ슦뷰쾼ꎨ1978-ꎩꎬ얮ꎬ쮶쪿퇐뺿짺ꎬ붲쪦ꎬ퇐뺿랽쿲캪웳튵맜샭ꆣ컯튵럾컱쪹돇쫐뗄낲좫돌뛈ꆢ럅탄돌뛈ꆢ뇣샻돌뛈ꆢ쫦쫊닮뻠4ꎺGap4돌뛈폐쇋뫜듳돌뛈뗄쳡룟ꆣ돇쫐붨짨뫍랿뗘닺뾪랢춶튲듸닮뻠5ꎺGap5뚯쇋룷샠컯튵뗄톸쯙랢햹ꎬ룟뛋컯튵쫐뎡랢햹뿬ꎬ쫐뎡춶죫솿듓춼훐뿉틔뾴돶ꎬ평폚죋캪뗄틲쯘ꎬ웳튵쯹쳡릩뗄럾컱폫듳ꎬ쫕틦믘놨싊룟ꎬ돉캪컼틽훐맺컯튵럾컱웳튵헹쿠뷸죫뗄풭튵훷룐횪떽뗄럾컱늢늻췪좫뛔뗈ꎬ듦퓚ퟅ컥듳훷튪닮뻠ꎬ닮뻠틲ꎬ뺺헹틬뎣벤쇒ꆣ죧뫎퓚벤쇒뗄뺺헹훐뒴퓬늢돖탸쿠뛔폅튻뗄듦퓚쮵쏷웳튵폐뇘튪쳡룟맜샭쮮욽ꎻ닮뻠뛾뗄듦퓚쮵쏷쫆ꎬ탨튪튵훷뗄죏춬뫍횧돖ꎬ웤룹놾뮹쫇튵훷뗄싺틢뛈ꎬ캪듋ꎬ웳튵폐뇘튪룄뷸럾컱쓚죝ꎻ닮뻠죽뗄듦퓚쮵쏷웳튵폐뇘튪쳡탨튪쇋뷢튵훷뛔럾컱뗄움볛ꎬ늢늻뛏캪횮룄뷸ꆣ쿂춼쫇헫뛔룟풱릤뗄쯘훊ꎻ닮뻠쯄뗄듦퓚쮵쏷웳튵폐뇘튪힢훘웳튵탎쿳ꆣ룟뛋컯튵럾컱쿖ힴ쯹뷸탐뗄럖컶ꎺ뻟쳥뗄풭틲벰웤쿻돽듫쪩쿪볻뇭ꎱꆣ믹폚틔짏뗄럖컶ꎬ늻쓑뗃돶뷡싛ꎬ튵훷싺틢뛈뗄훷튪튻벶횸뇪뿉틔짨뚨캪ꎺ뿍뮧뷓듽ꆢ럾컱죋풱ꆢ럾컱쓚죝ꆢ웳튵탎쿳ꆣ싺틢뛈쫇룶솿뮯횸뇪ꎬ캪쇋뗃돶ힼ좷뗄쫽뻝탨튪붫튻벶횸뇪뷸튻늽쾸뮯ꎬ뗃돶뛾벶횸뇪ꎬ늢뻍뛾벶횸뇪뗄쫽뻝릹돉뷸탐럖컶뫍볆쯣ꎬ붨솢튻룶샭쿫뗄볆쯣쒣탍ꎬ듓뛸췪돉싺틢뛈뗄닢움ꎬ튲쓜퓚볆쯣뗄맽돌훐헒떽듦퓚뗄닮뻠ꎬ횸떼릤ퟷ뗄룄뷸ꆣ룟뛋컯튵럾컱싺틢뛈볆쯣뗄샭쿫쒣탍ꎺ웤훐ꎬE캪쓢볆쯣뗄쒳웳튵믲쿮쒿뗄싺틢뛈ꎻ캪튻벶횸뇪뗄훘튪탔럖횵ꎻ튵훷ꎺOw캪튻벶횸뇪헫뛔쒳웳튵믲쿮쒿뗄훘튪탔럖횵ꎻners웳튵ꎺC캪튻벶횸뇪쯹햼뗄좨훘ꎻorporation풤웚뗄럾컱캪튻벶횸뇪쯹몬쫽뻝릹돉뗄쿠뛔횵ꆣ:Expectedservice룐횪뗄럾컱쫗쿈ꎬ좷뚨컯맜웳튵룷튻벶횸뇪뗄훘튪탔럖횵ꆣ뿉틔퇻:Serviceinunderstanding럾컱뗄쳡릩:S쟫탐튵ꆢ룟킣뗈랽쏦볒뛔놾웳튵쯹럾컱ꎨ믲쓢럾컱ꎩ뗄룟뛋erviceoffering헫뛔튵훷웚췻뻶뚨쳡릩럾컱뗄훊솿컯튵쿮쒿뷸탐움볛ꎨ웤훐폐킩쫽뻝탨뷸탐뗷퇐믱뗃ꎬ죧컊쳢뷢:Thequalityofservicebasedonownersꆯ뻶쯹폃쪱볤ꎬ튻랽쏦뾴웳튵쪵볊ꎬ튻랽쏦뮹튪닎뾼튵훷뗄웚expectation맜샭헟뛔튵훷탨쟳풤웚뗄룐횪:E췻ꎩꎬ쎿쿮훘튪탔뗄싺럖캪100럖ꎬ럖뇰좡룷볒쯹뗃럖쫽뗄xpectedunderstandingof쯣쫵욽뻹횵ꎬ뗃돶듺뇭훘튪탔뗄럖횵볇캪ꏻiꎽ뿍뮧뷓듽ꎬ럾theownersꆯneedofmanagers폫튵훷뗄췢늿릵춨:E컱죋풱ꎬ럾컱쓚죝ꎬ웳튵탎쿳ꏽꎨ쿂춬ꎩꆣxternalcommunicationwiththe웤듎ꎬ뛔컯튵쿮쒿뗄헢쯄룶튻벶횸뇪훘튪탔럖뇰뷸탐럖owners닮뻠1ꎺG횵좷뚨ꎬ럖횵볇캪ꆣ뗄좷뚨퓲쫇룹뻝탐튵뗄듺뇭탔램싉맦ap1닮뻠랶살좷뚨ꎬ놾쒣탍훐닎뾼뗄쫇ꆶ좫맺컯튵맜샭쪾랶힡햬킡쟸뇪2ꎺGap2닮뻠3ꎺGힼ벰움럖쾸퓲ꆷꆢꆶ좫맺컯튵맜샭쪾랶듳쿃뇪ힼ벰움럖쾸퓲ꆷ살ap3좷뚨ꎬ붨틩붫뗄좡횵럖컶짨캪15%ꆢ15%ꆢ50%뫍20%ꆣꆪ55ꆪ
뇭ꎱ쿻돽튵훷뛔럾컱훊솿룐횪닮뻠뗄듫쪩닮뻠샠탍닮뻠뗄뇭쿖닮뻠닺짺뗄풭틲쿻돽닮뻠뗄쟐쪵ퟶ램1.뛔튵훷탨쟳뗄럖컶늻ힼ좷ꆣ닮뻠맜샭헟캴쓜ힼ좷룐횪튵훷탨쟳뗄2.뛔튵훷뗄풤웚뷢쫍늻ힼ좷ꆣ1.쳡룟맜샭쮮욽ꆣ1풤웚2.룼뫃뗘뾪햹쫐뎡뗷퇐ꆣ3.풱릤뗷뚯떼훂탅쾢늻ힼ좷ꆣ4.맜샭닣맽뛠떼훂탅쾢늻뛔돆ꆣ3.쳡룟쓚늿탅쾢맜샭훊솿ꆣ1.볆뮮쪧컳믲볆뮮뗄돌탲폐컳ꆣ닮뻠맜샭헟훆뚨뗄럾컱뇪ힼ폫튵훷풤2.볆뮮맜샭쮮욽뗍쿂ꆣ1.훊솿훆뚨펦폐뷓뒥튵훷뗄튻쿟풱릤뗄닎폫ꆣ2웚늻튻훂2.볆뮮뗄훆뚨펦뻟폐떯탔ꆣ3.ퟩ횯쒿뇪늻쏷좷ꆣ4.훊솿볆뮮좱랦룟닣쇬떼횧돖ꆣ3.볓잿맜샭닣폫풱릤뗄킭뗷ꆣ1.훊솿뇪ힼ맽폚뢴퓓ꆣ1.뷸탐뇘튪뗄엠통ꆣ닮뻠3럾컱캴내훆뚨뗄뇪ힼ쳡릩2.풱릤늻횴탐훊솿뇪ힼꆣ23.좱랦쓚늿펪쿺ꆣ.볓잿맜샭뫍볠뚽ꆣ3.룄뷸럾컱쇷돌ꆣ4.훊솿뇪ힼ맽룟쓑틔쪵쿖ꆣ닮뻠웳튵탻뒫뗄럾컱폫쳡릩뗄럾컱훊1.췢늿펪쿺폫럾컱퓋펪늻킭뗷ꆣ4솿늻럻2.맽뛈돐억ꆣ1.붨솢췢늿펪쿺폫럾컱퓋펪뗄킭뗷믺훆ꆣ쎻폐쪵쿖돐억ꆣ2.맜샭볠뚽쾵춳뗄뫏샭퓋폃ꆣ3.웳튵1.듦퓚럾컱훊솿컊쳢ꆣ1.뷸탐튵훷싺틢뛈뗷닩ꆣ닮뻠5튵훷룐횪뗄럾컱폫풤웚늻튻훂2.웳튵뿚놮믲탎쿳뷏닮ꆣ2.룄뷸럾컱ꆣ3.릤ퟷ쪧컳믲듭컳ꆣ3.붨솢좫쏦훊솿맜샭쳥쾵ꆣ뇭2룟뛋컯튵럾컱싺틢뛈횸뇪쳥쾵릹돉뇭탲뫅튻벶횸뇪뛾벶횸뇪횸뇪뷢쫍횸뇪쫽뻝릹돉1뿍뮧뷓듽컊쳢뷢뻶뗄벰쪱탔랴펳럾컱뗄킧싊컊쳢뷢뻶쯹폃뗄쪱볤컊쳢뷢뻶뗄폐킧탔랴펳럾컱뗄쮮ힼ컊쳢뷢뻶뗄돌뛈풱릤쯘퇸랴펳풱릤뗄믹놾쯘훊풱릤훐폐횰튵룱횤쫩뗄쫽솿.욽뻹톧샺2럾컱죋풱럾컱첬뛈랴펳풱릤뗄럾컱훊솿춶쯟뗄쫽솿럾컱쮮욽랴펳풱릤뗄럾컱쓜솦엠통뾼뫋뗄벰룱싊.폅탣싊랿컝캬탞폫퇸뮤맜샭랴펳웳튵뗄믹놾럾컱쓜솦랿컝뗄췪뫃싊컯튵짨놸캬탞폫맜샭랴펳웳튵뗄믹놾럾컱쓜솦짨놸뗄췪뫃싊쟥뷠컀짺맜샭폫럾컱랴펳웳튵뗄튵럾컱쓜솦놣뷠뗄욵듎뮷뺳싌뮯맜샭폫럾컱랴펳웳튵뗄튵럾컱쓜솦싌뮯싊3럾컱쓚죝훎낲맜샭폫럾컱랴펳웳튵뗄튵럾컱쓜솦훎낲쫂볾뗄랢짺싊벰뗈벶쿻럀맜샭폫럾컱랴펳웳튵뗄튵럾컱쓜솦쿻럀퇝쾰뗄듎쫽뎵솾맜샭폫럾컱랴펳웳튵뗄튵럾컱쓜솦뎵솾춣럅뗄폐탲탔.췪뫃싊.뛠훖뺭펪튵컱랴펳웳튵뗄뒴쫕쓜솦쫕틦싊.샻죳싊뗈4웳튵탎쿳쫇럱럻뫏튵훷뗄웚듽랴펳웳튵뗄욷없킧펦웳튵욷없뗄횪쏻뛈.쏀폾뛈.훒돏뛈쫇럱폐샻폚웳튵볛횵뗄쳡짽랴펳웳튵뗄럾컱킧펦웳튵볛횵짽횵쯹폐뗄쪱볤퓙듎ꎬ볆쯣튻벶횸뇪쯹몬뗄쫽뻝릹돉뗄쿠뛔횵ꆣ뗄싺럖닎뾼컄쿗ꎺ튲캪100럖ꎬ뿉틔붫뛾벶횸뇪쯹몬쯹폐뗄쫽뻝뷸탐볓좨욽뻹볆쯣ꎬ룷쫽뻝뗄닎뾼횵뻹캪튵쓚뗄욽뻹쮮욽ꎬ뛔폚튻벶횸뇪훐ꏛ1ꏝ췴량퇠ꎬ샮ퟦ커ꎮ럾컱탍웳튵맋뿍싺틢뛈뗄펰쿬틲쯘벰펰쿬맽짏뗄뗚튻ꆢ뛾ꆢ쯄쿮뿉틔닉폃볲떥욽뻹랽램좡뗃쿠뛔횵ꎬ뗚죽돌쒣탍ꏛJꏝꎮ춳볆폫뻶닟ꎬ2010ꎨ13ꎩ.쿮럾컱쓚죝쫇싺틢뛈ퟮ캪훷튪뗄펰쿬틲쯘ꎬ튲쫇쒿잰싺틢뛈ꏛ2ꏝ폣컄펢ꎬ샮뺩톫ꎮ몽뿕럾컱훊솿뫍쿻럑쟩룐뛔맋뿍싺틢뛈뗄펰뗷닩훐뗄훷튪쓚죝ꎬ붨틩닉폃볓좨쯣쫵욽뻹랽램좡뗃쿠뛔횵ꎬ쿬퇐뺿ꏛJꏝꎮ싃폎톧뾯ꎬ2010ꎨ10ꎩ.맘폚쾵쫽뗄좷뚨춬퇹닎헕ꆶ좫맺컯튵맜샭쪾랶힡햬킡쟸뇪ힼꏛ3ꏝ헔뢻잿ꎬ헅샚ꎬ돂랰ꎮ믹폚PLS슷뺶쒣탍뗄맋뿍싺틢뛈닢움퇐벰움럖쾸퓲ꆷꆢꆶ좫맺컯튵맜샭쪾랶듳쿃뇪ힼ벰움럖쾸퓲ꆷ살뷸뺿ꏛJꏝꎮ놱뺩샭릤듳톧톧놨ꎬ2010ꎨ8ꎩ.탐ꎬ뿉틔럖뇰좷뚨캪ꏛ4ꏝ췵뻪샶ꎬ태캰ꎬ췵쿾ꎮ믹폚QFD뗄맋뿍싺틢뛈뚨솿럖컶퇐뺿10%ꆢ10%ꆢ15%ꆢ15%ꆢ15%ꆢ15%ꆢ15%ꆢ5%ꆣꏛJꏝꎮ쿖듺맜샭뿆톧ꎬ2010ꎨ4ꎩ.ퟮ뫳ꎬ뗃돶쒳웳튵믲쿮쒿뗄싺틢뛈ꏛ5ꏝ훜풽ꎮ힡햬컯튵럾컱훊솿맋뿍싺틢뛈닢움쳥쾵돵첽ꏛJꏝꎮ뿆벼뒴Eꆣ탂떼놨ꎬ뻟쳥뗄횸뇪쳥쾵뗄릹돉벰쿠맘쫽뻝ꎬ쿪볻뇭2009ꎨ25ꎩ.2ꆣꏛ6ꏝSuQinꎬCuiYanwuꎬ-평뇭2뿉틔뗃돶ꎬ룟뛋컯튵럾컱뺺헹뗄놾훊뮹쫇튻룶웳fectofconsumptionemotiononservicequalityandcustomersat-튵뗄ퟛ뫏쓜솦ꎬ벴쫇웳튵죋풱ꆢ웳튵탎쿳뫍럾컱훊솿뗄좫랽캻isfactionꏛJꏝ.Forecastingꎬ2008ꎬ27ꎨ3ꎩꎺ29-35.뗄뺺헹ꎬ좻뛸ꎬ퓚뺺헹맽돌훐ꎬퟜ믡틲캪룷룶웳튵뗄닠훘늻춬ꎬꏛ7ꏝ듓뛸탎돉쿠뛔뗄뺺헹폅쫆믲쇓쫆ꎬ폚쫇ꎬퟷ캪뺭펪헟ꎬ컯맜웳quqlityꎬperceivedvalueꎬsatisfactionꎬandbehaviorintentionsfor튵탨튪헫뛔컯튵뗄룷쿮횸뇪ꎬ쪵쪩짮뮯맜샭ꎬ죃컯튵놣횵퓶airpassengersꎺEvidencefromTaiwanꏛJꏝ.TransportationRe-횵ꎬ캪쿻럑헟듸살뎤웚샻틦뫍췪짆뗄뺫짱쿭쫜ꆣsearchꎬ2008ꎬ42ꎨ4ꎩꎺ709-717.ꆪ56ꆪ
