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
  • [31] WSQEP: Web Service Quality Evaluation Process
    Yahlali, Mebarka
    2018 3RD INTERNATIONAL CONFERENCE ON PATTERN ANALYSIS AND INTELLIGENT SYSTEMS (PAIS), 2018, : 324 - 328
  • [32] Quality of architectural service in the project management process
    Akin, Omer
    Esin, Nur
    Uluoglu, Belkis
    Journal of Architectural and Planning Research, 13 (01): : 63 - 90
  • [33] Diploma research process: Evaluating the service quality
    Mathenge, E.K. (edkam210@yahoo.com), 1600, Emerald Group Holdings Ltd. (25):
  • [34] A Quality Optimization Method for Service Process Model
    Zhao, Haiyan
    Cao, Jian
    Sun, Xiaohan
    2009 IEEE INTERNATIONAL SYMPOSIUM ON PARALLEL AND DISTRIBUTED PROCESSING WITH APPLICATIONS, PROCEEDINGS, 2009, : 589 - 594
  • [35] Quality of architectural service in the project management process
    Akin, O
    Esin, N
    Uluoglu, E
    JOURNAL OF ARCHITECTURAL AND PLANNING RESEARCH, 1996, 13 (01) : 63 - 90
  • [36] A method to evaluate service delivery process quality
    Di Mascio, Rita
    INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT, 2007, 18 (3-4): : 418 - 442
  • [37] Service process control: a method to compare dynamic robustness of alternative service processes
    Di Mascio, R
    JOURNAL OF PROCESS CONTROL, 2003, 13 (07) : 645 - 653
  • [38] Service Quality for Service Innovation
    Uden, Lorna
    Francis, Janet
    Dai, Wei
    IEEE/SOLI'2008: PROCEEDINGS OF 2008 IEEE INTERNATIONAL CONFERENCE ON SERVICE OPERATIONS AND LOGISTICS, AND INFORMATICS, VOLS 1 AND 2, 2008, : 2779 - +
  • [39] Quality of Service Control for WLAN-based Converged Personal Network Service
    Park, Eun-Chan
    Kim, In-Hwan
    Jeong, Gu-Min
    Moon, Bongkyo
    INTERNATIONAL JOURNAL OF COMPUTERS COMMUNICATIONS & CONTROL, 2011, 6 (04) : 716 - 733
  • [40] PROQRASS: A PROCESS-BASED APPROACH TO QUALITY REQUIREMENTS ANALYSIS FOR SERVICE SYSTEMS
    Wang, Ye
    Yang, Xiaohu
    Wang, Xinyu
    Kavs, Aleksander J.
    INTERNATIONAL JOURNAL OF SOFTWARE ENGINEERING AND KNOWLEDGE ENGINEERING, 2013, 23 (07) : 943 - 962
12345