Research on process control model of service quality in public scientific research institutions

Author

Shu, Hongjuan ; Ning, Xuanxi

Author_Institution

Coll. of Econ. & Manage., Nanjing Univ. of Aeronaut. & Astronaut., Nanjing

Volume

2

fYear

2008

fDate

12-15 Oct. 2008

Firstpage

2587

Lastpage

2591

Abstract

Based on the non-profit nature and difficult control of service process in public scientific research institutions, three theoretical bases for effectively controlling of service quality in public scientific research activities are analyzed. The process control model of service quality in public scientific research institutions is put forward. Further modified Servqual model which simulated enterprise management´s model is provided. Finally the author brings forward three practical control strategies which will be used for public scientific research institutions to improve the process management of service quality.

Keywords

information services; process control; research initiatives; Servqual model; enterprise management; process control model; public scientific research institutions; service quality; process control; process control model; public scienfitic research institution; service quality;

fLanguage

English

Publisher

ieee

Conference_Titel

Service Operations and Logistics, and Informatics, 2008. IEEE/SOLI 2008. IEEE International Conference on

Conference_Location

Beijing

Print_ISBN

978-1-4244-2012-4

Electronic_ISBN

978-1-4244-2013-1

Type

conf

DOI

10.1109/SOLI.2008.4682973

Filename

4682973