服務業佔我國經濟結構的比率逐年接近美國等高度開發國家，服務業相關議題也越來越受相關單位重視。而服務業藉由提升服務品質與增加顧客滿意度，是維持其競爭力的關鍵因素，目前有許多文獻探討服務業如何推動品質管理，但對於中小型服務業如何應用品質評估架構了解其品質現況，進而提升到卓越品質的文獻卻很少，此乃本研究主要動機。
　　有鑑於中小型零售業在中小型服務業的重要性，故本研究主要研究對象為中小型零售業。研究目的為發展一適合於中小型服務業之卓越品質評估架構，提供中小型服務業品質提升之參考。此外並透過本研究架構訪談相關業者，分析及探討目前中小型服務業品質管理現況。
　　本研究根據中小型服務業特性與卓越品質相關文獻，發展出適用於中小型服務業之卓越品質評估架構。架構主要分成領導與經營理念、創新與策略管理、顧客與市場發展、人力資源與知識管理、資訊策略應用與管理、流程管理及經營績效等大項。根據資料分析結果，發現我國中小型服務業目前品質管理水準整體偏低，而有建立品質管理系統之中小型服務業者，對於在「領導與經營理念」、「顧客與市場發展」、「人力資源與知識管理」、「流程管理」及「經營績效」方面確實有顯著影響。另外由訪談結果彙總得知我國中小型服務業特別重視顧客與市場發展績效。而其推動品質管理最大困難點，在於產業特性造成服務流程難以文件化。目前中小型服務業之重要課題為提高人員素質，進而增加顧客滿意度。

　　Service industry now plays an important role in the economic structure. A key factor to achieve competitiveness in service industry is to increase costumer satisfaction by promoting service quality. Though there are many literature discussed how service industry can implement quality management, but few discussed how to apply quality assessment framework to justify present status of quality and use it as basis to improve the system toward business excellence.
　　In consideration of the importance of retailers of small and medium sized enterprise (SMEs), this research focuses on this industry segment. The objects are to develop a business excellence assessment framework suitable for service industry of SMEs, and use it to examine the status of quality level in SMEs.
　　The proposed assessment framework includes seven parts: (1)leadership and vision; (2)innovation and strategy management; (3)customer and market development; (4)human resource and knowledge management; (5)information strategy applications and management; (6)process management; (7)business performance. According to the empirical finding, the average quality level of service industry of SMEs is low. Those retailers with formal quality management system, are significant better than those none at “leadership and vision,” “customer and market development,” “human resource and knowledge management,” “process management,” and “business outcome.”

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中文部分
1. 經濟部，2003，中小企業白皮書，台北：經濟部。
2. 中衛發展中心，2003，國家品質獎評審參考手冊，台北：中衛發展中心。
網址部分
1. 行政院主計處(2003)，http://www.dgbas.gov.tw/
2. 經濟部統計處(2003)，http://2k3dmz2.moea.gov.tw/gnweb/main
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