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。
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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.