Research on the Extension Evaluation Model and Strategy Generation Method of Enterprise Service Quality
Research on the Extension Evaluation Model and Strategy Generation Method of Enterprise Service Quality
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企业服务质量可拓评价模型及策略生成方法研究
DOI：
10.1016/j.procs.2018.10.276
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发表时间：
2018
期刊：
影响因子：
--
通讯作者：
Chunyan Yang
中科院分区：
文献类型：
--
作者：
Ziwei Cai;Chunyan Yang
This paper presents a study on the service quality of enterprises based on the extension innovation method and the SERVQUAL model. First, by applying the extension set and the correlation function, and by taking the tangible, reliability, responsiveness, assurance, and empathy of the SERVQUAL model as the five evaluation features, the multivariate extension set and multilevel comprehensive correlation function was established to conduct a quantitative research on service quality; From the perspective of solving the incompatibility issue, the correlation degree of user expectation and perception was calculated by using the comprehensive correlation function, and the service quality was judged on whether it will meet the user requirements. In the case where the service quality does not meet the requirements of the users, a study on the method to transform the service quality so that it would achieve otherwise, through an extension analysis and extension transformation, was proposed. Finally, a universal service quality extension evaluation model and a strategy generation method were formed. The application of the method above in analyzing the difference between the perceived service level of the customer and the expected service level of the customer, including the proposal of the transformation strategy, has helped enterprises reduce customer loss, gain new customers, and promote the sustainable growth of corporate profits.
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DOI：
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发表时间：
2012-12
期刊：
Industrial Engineering Journal
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Industrial Engineering Journal
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Systems Engineering - Theory & Practice
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DOI：
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2018-11
期刊：
--
影响因子：
--
作者：
Chunyan Yang
通讯作者：
Chunyan Yang