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

fYear

2008

fDate

12-14 Oct. 2008

Firstpage

1

Lastpage

4

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;

fLanguage

English

Publisher

ieee

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

Type

conf

DOI

10.1109/WiCom.2008.1999

Filename

4680188