本研究應用Parasuraman、Zeitham1與Berry的服務品質概念模式及服務品質影響因素延伸模式，並以中華電信北區分公司為例，探討客戶對客服中心服務品質的感受，及公司內部管理者與員工對服務品質缺口與影響因素的認知。結果顯示，顧客知覺的服務與期望的服務有顯著的差異，且第一線人員遞送服務的水準未達管理者所制定的標準。另一方面，影響服務品質各缺口較顯著的因素為「團隊合作精神」、「角色模糊」與「角色衝突」。最後提出相關管理意涵與後續研究建議。

This study applied the service quality conceptual model and influential factors extended model proposed by Parasuraman, Zeithaml and Berry to explore the customers' perceived service quality of the telecom call centers. Besides, the perceptions of the service quality gaps and their influential factors of managers and employees were also explored. We took the Taiwan Business Group of Chunghwa Telecom as an empirical case. The results showed that there existed some significant differences between the customers' perceived service and their expected service. And the service delivered by employees did not match the standards designed by managers. On the other hand, the teamwork, role ambiguity, and role conflict had the most significant influenced on the service gaps. Finally, we proposed some managerial implications and suggestions for the future researches.