Title :
External Evaluation Model of Power Supply Service Quality Based on Service Blueprint Theory
Author :
Zhang, Yan-Fu ; Liu, Lin ; Chen, Hai-Yan ; Wang, Jiang-Bo ; Zeng, Ming
Author_Institution :
Sch. of Bus. Adm., North China Electr. Power Univ., Beijing, China
Abstract :
The more drastic competition in power market needs power supply companies to improve service level in order to enhance their competitiveness, and service external evaluation to companies is the basis of the service improving. This paper studies on the external evaluation of power supply service quality. Firstly, the paper confirms main layer indexes of the external evaluation according to power supply business. Secondly, it designs the service blueprints of the various service operations to build point layer indexes. Finally, it builds the evaluation model of power supply enterprise´s service quality.
Keywords :
power markets; power supply quality; external evaluation model; point layer indexes; power market; power supply business; power supply enterprise service quality; service blueprint theory; Companies; Customer satisfaction; Energy management; Flowcharts; Load management; Marketing and sales; Power quality; Power supplies; Power system modeling; Security;
Conference_Titel :
Management and Service Science, 2009. MASS '09. International Conference on
Conference_Location :
Wuhan
Print_ISBN :
978-1-4244-4638-4
Electronic_ISBN :
978-1-4244-4639-1
DOI :
10.1109/ICMSS.2009.5300822
