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

Volume

1

fYear

2008

fDate

12-15 Oct. 2008

Firstpage

987

Lastpage

992

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;

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.2008.4686542

Filename

4686542