Title :
Analysis of Service Contact´s Impact on Service Quality in Service Industry
Author :
Ding Ning ; Lu Hui-xia
Author_Institution :
Sch. of Econ. & Manage., Dalian Maritime Univ., Dalian
Abstract :
The key to effective operations in service industry lies in providing customers with satisfying service products. Therefore, in the present operation process of service industry, how to manage every service contact with each customer productively has become one of the most important factors in improving service quality. Starting with the impact that service quality has on the development of service industry and the influence that service contact has on service quality, this paper offers a structured and assembled mode of 3 factors for this service contact issue. And based upon the analysis of this mode, the paper offers certain strategies and measures to improve service quality through effective management of service contact in service industry.
Keywords :
customer satisfaction; service industries; customer satisfaction; service contact management; service industry; service quality; Assembly; Costs; Customer satisfaction; Industrial economics; Industrial relations; Joining processes; Quality management; Wheels;
Conference_Titel :
Wireless Communications, Networking and Mobile Computing, 2008. WiCOM '08. 4th International Conference on
Conference_Location :
Dalian
Print_ISBN :
978-1-4244-2107-7
Electronic_ISBN :
978-1-4244-2108-4
DOI :
10.1109/WiCom.2008.1999
