| 服务质量管理模式的研究 |
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| 引用本文： | 詹蓉,马士华,崔南方,刘英姿. 服务质量管理模式的研究[J]. 华中科技大学学报(自然科学版), 2002, 30(7): 80-82 |
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| 作者姓名： | 詹蓉 马士华 崔南方 刘英姿 |
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| 作者单位： | 华中科技大学管理学院 |
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| 基金项目： | 国家自然科学基金资助项目 (79970 0 2 6 ) |
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| 摘 要： | 阐述了服务质量的含义，然后构造出一个以顾客为中心的服务质量管理模式。它包括一个服务三角形，由服务战略，服务系统、服务人员三个因素构成，这三个因素都面向顾客这个中心，彼此又相互关联。
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| 关 键 词： | 服务质量 管理模式 顾客 服务战略 服务系统 服务人员 质量管理 企业 |
| 文章编号： | 1671-4512(2002)07-0080-03 |
| 修稿时间： | 2002-01-24 |
Model of service quality management |
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| Zhan Rong Ma Shihua Cui Nanfang Liu Yingzi Lect., College of Management,Huazhong Univ. of Sci. , Tech.,Wuhan ,China.. Model of service quality management[J]. JOURNAL OF HUAZHONG UNIVERSITY OF SCIENCE AND TECHNOLOGY.NATURE SCIENCE, 2002, 30(7): 80-82 |
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| Authors: | Zhan Rong Ma Shihua Cui Nanfang Liu Yingzi Lect. College of Management Huazhong Univ. of Sci. & Tech. Wuhan China. |
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| Affiliation: | Zhan Rong Ma Shihua Cui Nanfang Liu Yingzi Lect., College of Management,Huazhong Univ. of Sci. & Tech.,Wuhan 430074,China. |
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| Abstract: | In order to research service quality management in new fields, this article described the implication of service quality and constructed a model of service quality management centering on customer. In this model, a service triangle was included, which consisted of service strategy, service system and service employee. The enterprises complying this model would improve their service quality and provide high grade services continuously. |
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| Keywords: | service service quality management model |
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