Title :
Research on process control model of service quality in public scientific research institutions
Author :
Shu, Hongjuan ; Ning, Xuanxi
Author_Institution :
Coll. of Econ. & Manage., Nanjing Univ. of Aeronaut. & Astronaut., Nanjing
Abstract :
Based on the non-profit nature and difficult control of service process in public scientific research institutions, three theoretical bases for effectively controlling of service quality in public scientific research activities are analyzed. The process control model of service quality in public scientific research institutions is put forward. Further modified Servqual model which simulated enterprise management´s model is provided. Finally the author brings forward three practical control strategies which will be used for public scientific research institutions to improve the process management of service quality.
Keywords :
information services; process control; research initiatives; Servqual model; enterprise management; process control model; public scientific research institutions; service quality; process control; process control model; public scienfitic research institution; service quality;
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.2008.4682973
