Title :
A design of the internal service quality evaluation system in China
Author_Institution :
Sch. of Econ. & Manage., ZhengZhou Univ. of Light Ind., Zhengzhou, China
Abstract :
Measurement of quality is an important area within the services sector. The research has tended to focus on external service quality to meet external customer, rather than on internal service quality. In order to improve internal service quality, it is important to measure the internal service quality. Based on Hallowell´s internal service quality scale, according to Chinese cultural background and the modern times, this paper establishes the internal service quality evaluation system.
Keywords :
customer services; quality control; service industries; China; external customer; internal service quality evaluation system design; services sector; Communication industry; Communication system control; Computer industry; Control systems; Costs; Customer service; Electrical equipment industry; Industrial control; Lighting control; Quality management; dimension; evaluation; internal service quality; weight;
Conference_Titel :
Computing, Communication, Control, and Management, 2009. CCCM 2009. ISECS International Colloquium on
Conference_Location :
Sanya
Print_ISBN :
978-1-4244-4247-8
DOI :
10.1109/CCCM.2009.5267471
