...服务质量维度；服务质量缺口；服务回收 [gap=1130]Key words：quality of government service；service package；dimensions of service quality；gaps in service quality；service recovery ..
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服务质量各维度对服务忠诚各维度的影响机理与程度各不相同。
However, the way and degree that individual dimension of service quality affects service loyalty dimensions is not the same.
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。
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.
通过调查研究和探索性因子分析，发现中国快递服务质量主要包括过程质量、结果质量和企业形象三个维度。
By investigation and Exploratory Factor Analysis, it is found that the express service quality system comprises three dimensions named process quality, outcome quality and enterprise image.
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