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
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