Title :
Service quality management based on the gaps model theory for power supply enterprises
Author :
Zhang, Yanfu ; Chen, Haiyan ; Liu, Lin ; Zeng, Ming
Author_Institution :
Sch. of Bus. Adm., North China Electr. Power Univ., Beijing
Abstract :
Effective power supplying service management is an important prerequisite for power supply enterprises to win in competitive market. In this paper, we analysis the characteristics of power supply enterprises, follow the thought of "Identifying problems - Finding problems - Solving problems", that is identifying problems based on the theory of Gaps model, establishing a service quality evaluating system to find problems, and finally presenting some measures to solve problems. The total ideas in this paper have been used in Sichuan province in China to improve the quality of services with some reference value.
Keywords :
customer services; electricity supply industry; quality management; China; Sichuan province; gaps model theory; power supply enterprises; service quality evaluating system; service quality management; Decision making; Electricity supply industry; Energy management; Power measurement; Power supplies; Power system management; Power system modeling; Quality management; Quality of service; gaps model; measures to improve the service quality; power supply enterprises; service quality evaluating system;
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
DOI :
10.1109/SOLI.2008.4686542
