This paper summarized the studies of PZB model as well as discussed the influence scheme of organizational climate and relevant constructs on measurement of internal service quality.
文章在梳理总结内部服务质量PZB模型研究的基础上，探索了组织氛围及其构成维度对内部服务质量测评的影响机理及途径。
The purpose of this study includes developing the measurement questionnaire of service quality keeping with retailers in China and studying the differences between internal and foreign retailers.
与国外相比，国内关于服务质量测量的研究才刚刚开始，还处于引入国外研究成果的阶段。
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