（３）The evaluation of customer service not only to consider the results of services, but also the services involved in the process.原文请+QQ32,49114辣.文^论'文"网
Obviously, the quality of service and quality of service are expected perceptual quality of service of difference. Quality of service is expected to service customers that the services provided by enterprises expected satisfaction; perceived quality of service is the customer service business services actual perceptual level. If the perception of customer service levels meet or exceed the expected level, the customer will get higher satisfaction, so that companies with higher quality of service; on the contrary, believes that the lower the quality of services enterprises. From this point of view, the quality of service is the quality of service customers expect the same quality of service their perception comparison.
３impact of the expected service quality factors
Quality of service is expected to impact on the overall customer perception of quality of service an important precondition. If the expected high quality, unrealistic, even acceptable level of service is high-quality, enterprise customers will still think a lower level of quality of service. The quality expected by the impact of four factors: market communication, corporate image, customer reputation and customer demands.
（二）Quality of service components: quality of technical quality and function
Customers eventually passed on to him by the company to provide the technical and perceptual way to judge the quality of service. For example: legal services clients it is necessary to judge the quality of the outcome (how to solve the court proceedings), but also the process of judging the quality of services (lawyers timeliness of the response of the calls can put ourselves in the sake of clients, lawyers humble attitude and skill skills, etc.); restaurant guests through the quality of the meals (technical quality of outputs), the service means that the contact service personnel (Quality) to evaluate the whole perception of service. We can see from this, the quality of service including technical quality and functional quality.
Technical quality, the result is that the quality of services that service their own quality standards, including the use of equipment and practices, and other technical aspects of content, or "hardware." Such as: restaurants, guest appearance, smell and taste superb cuisine; hotels for guests to provide clean and sanitary bedding. Under normal circumstances, customers can be more objective assessment of the technical quality of service results.
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