Managing Service Quality: Call for a Network Mechanism

Studies on service quality management is primarily based on the service quality management theories raised in the West in 1980s. Their mutual research perspective is mainly reflected at the business (employee) - customer level, and their study focus is on the technical operational level of enterprises, by solving major issues such as "what should enterprises do to evaluate and improve the services quality". This study suggests that the service sector is essentially a temporary collaborative production system consisting of enterprises and customers as different interest parties, and the opportunism incentives of enterprises and customers, as well as some external factors would affect the output quality of this production system. Therefore, it is necessary to include more participating parties into the system to establish a multi-level network management mechanism, so as to enforce greater influence and binding on the completion of the collaborative service production by enterprises and customers, and provide some new thinking and approaches for a broader, more active community participation in the service quality management.