Service process analysis and service quality control

被引：0
|
作者：
Wu, Q [1 ]
机构：
[1] Harbin Inst Technol, Sch Management, Harbin 150001, Peoples R China
来源：
PROCEEDINGS OF THE 2001 INTERNATIONAL CONFERENCE ON MANAGEMENT SCIENCE AND ENGINEERING, VOLS I AND II | 2001年
关键词：
service process; service quality; Ggap; service gap;
D O I：
暂无
中图分类号：
TP18 [人工智能理论];
学科分类号：
081104 ; 0812 ; 0835 ; 1405 ;
摘要：
The control and administration to service quality make it important to an enterprise' survival and development, the present article first analyzes service process, then finds out the four gaps C, influencing service quality, and finally establishes service quality model by analyzing each factors influencing the four gaps.
引用
收藏
页码：965 / 969
页数：5
相关论文
共 50 条
  • [1] Online service quality: Content and process of analysis
    Piercy, Niall
    JOURNAL OF MARKETING MANAGEMENT, 2014, 30 (7-8) : 747 - 785
  • [2] Impact Analysis of Process Improvement on IT Service Quality
    Lepmets, Marion
    Ras, Eric
    Renault, Alain
    EXPLORING SERVICES SCIENCE, 2011, 82 : 227 - 231
  • [3] STATISTICAL CONTROL OF THE SERVICE PROCESS - THE ROLE OF QUALITY DRIVERS
    REES, JL
    OPERATIONS MANAGEMENT IN ADVANCED MANUFACTURE AND SERVICES COMMON ISSUES : COMMON APPROACHES, 1989, : 255 - 262
  • [4] QUALITY CONTROL OF A SERVICE
    HOFFMANN, K
    WERKSTATTSTECHNIK ZEITSCHRIFT FUR INDUSTRIELLE FERTIGUNG, 1971, 61 (03): : 185 - &
  • [5] Service process control: conceptualising a service as a feedback control system
    Di Mascio, R
    JOURNAL OF PROCESS CONTROL, 2002, 12 (02) : 221 - 232
  • [6] Analysis of the process of control quality of medical service in the scope of compulsory health insurance program
    Taranik, Maksim A.
    Kopanitsa, Georgy D.
    VESTNIK TOMSKOGO GOSUDARSTVENNOGO UNIVERSITETA-UPRAVLENIE VYCHISLITELNAJA TEHNIKA I INFORMATIKA-TOMSK STATE UNIVERSITY JOURNAL OF CONTROL AND COMPUTER SCIENCE, 2015, 32 (03): : 75 - 84
  • [7] Quality of Service & Process Control: What Is Their Efficiency in Available IT Products?
    Janakova, Milena
    2012 FOURTH INTERNATIONAL CONFERENCE ON COMPUTATIONAL ASPECTS OF SOCIAL NETWORKS (CASON), 2012, : 351 - 355
  • [8] Service analysis for service design process formalization based on service engineering
    Boyonas, Mark Ismael
    Hara, Tatsunori
    Arai, Tamio
    Shimomura, Yoshiki
    ADVANCES IN LIFE CYCLE ENGINEERING FOR SUSTAINABLE MANUFACTURING BUSINESSES, 2007, : 155 - +
  • [9] Quality of service control by middleware
    Reisinger, H
    SERVICE AVAILABILITY, 2005, 3335 : 61 - 72
  • [10] Analysis of service contact's impact on service quality in service industry
    Ding ning
    LU Hui-xia
    2008 4TH INTERNATIONAL CONFERENCE ON WIRELESS COMMUNICATIONS, NETWORKING AND MOBILE COMPUTING, VOLS 1-31, 2008, : 8534 - 8537
12345