Reverse Logistics; Service Quality; PZB Service Quality Model; Quality Function Deployment; Analytic Network Process.
逆向物流； 服务品质； PZB服务品质模式； 品质机能展开； 网路层级分析法。
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。
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