Title :
Performance Evaluation Research of Service Quality Based on Process
Author :
JIAO, Ai-ying ; Zhou, Li
Author_Institution :
Sch. of Manage., Tianjin Univ., Tianjin
Abstract :
Performance evaluation research of service quality based on process is a common concern of the service performance management. Based on process management of service organization, the principles of performance evaluation research of service quality and logical relationship of performance evaluation system was put forward. Based on these, performance evaluation model of service quality was set up. Moreover, a case study is also provided. Finally, the important function of service quality performance research based on process for service organization is pointed out.
Keywords :
organisational aspects; service industries; performance evaluation research; process management; service organization; service quality; Availability; Control systems; Customer service; Guidelines; Logistics; Monitoring; Process control; Quality management; Stability; Velocity measurement;
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.2008.2084
