A General Model for Service Quality Delivery Systems with Time Delays

被引：0
|
作者：
Xiong, Li [1 ]
Han, Changling [1 ,2 ]
Li, Xiongyi [3 ]
Xue, Shan [1 ]
Xu, Jianhua [4 ]
机构：
[1] Shanghai Univ, Sch Management, Shanghai, Peoples R China
[2] Shanghai Maritime Univ, Informat Off, Shanghai, Peoples R China
[3] Shanghai Univ Finance & Econ, Sch Finance, Shanghai, Peoples R China
[4] Shanghai Maritime Univ, Dept Math, Shanghai, Peoples R China
来源：
2018 4TH INTERNATIONAL CONFERENCE ON INFORMATION MANAGEMENT (ICIM2018) | 2018年
关键词：
service quality delivery system; time delay; service remedy; information service; dynamic behavior; CUSTOMER SATISFACTION; RECOVERY; IMPACT;
D O I：
暂无
中图分类号：
TP301 [理论、方法];
学科分类号：
081202 ;
摘要：
For service organizations, a good service quality delivery system can effectively improve the operational efficiency and lower the operational costs. The service remedy is a key component for the service quality delivery system, but it is always accompanied with information delays. In this paper, we proposed a general mathematical model of gDeSQD based on four hypotheses of the service quality delivery systems to analyze delays. We first discuss the impacts of delays on service remedies in service delivery systems. We then analyze the dynamic behavior in the service quality and the impacts of different parameters on the service delivery system. Finally, we provide an error estimation on the service quality in the service delivery system and the estimation indicates that our model has a good performance.
引用
收藏
页码：175 / 178
页数：4
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