DocumentCode
3463296
Title
Performance Evaluation Research of Service Quality Based on Process
Author
JIAO, Ai-ying ; Zhou, Li
Author_Institution
Sch. of Manage., Tianjin Univ., Tianjin
fYear
2008
fDate
12-14 Oct. 2008
Firstpage
1
Lastpage
4
Abstract
Performance evaluation research of service quality based on process is a common concern of the service performance management. Based on process management of service organization, the principles of performance evaluation research of service quality and logical relationship of performance evaluation system was put forward. Based on these, performance evaluation model of service quality was set up. Moreover, a case study is also provided. Finally, the important function of service quality performance research based on process for service organization is pointed out.
Keywords
organisational aspects; service industries; performance evaluation research; process management; service organization; service quality; Availability; Control systems; Customer service; Guidelines; Logistics; Monitoring; Process control; Quality management; Stability; Velocity measurement;
fLanguage
English
Publisher
ieee
Conference_Titel
Wireless Communications, Networking and Mobile Computing, 2008. WiCOM '08. 4th International Conference on
Conference_Location
Dalian
Print_ISBN
978-1-4244-2107-7
Electronic_ISBN
978-1-4244-2108-4
Type
conf
DOI
10.1109/WiCom.2008.2084
Filename
4680273
Link To Document