System Dynamics Modeling for Strategy Implementation of Service Quality

摘要：

System dynamics have over the years proven its usefulness in corporate strategy forming. The purpose of the paper is to investigate, how system dynamics modeling can be supportive for strategy implementation of service quality in organizations. In order to do so, we briefly discuss the problem about strategy implementation of service quality and propose methodology based on the Quantitative Model for Service Quality Strategy (QMSQS). Besides conceptual considerations, we base our arguments on a detailed case study from an auto financing company. Findings of this paper are that system dynamics modeling can be helpful for strategy implementation in regards to both strategy refinement and transfer of insights and understanding underlying the-improvement process. The originality of this paper lies in the proposition of the usage of system dynamics modeling in strategy implementation of service quality, where the field of system dynamics traditionally makes use of flight simulators or qualitative system dynamics, rather than formal modeling and simulation.

关键词： System dynamic Strategy implementation Service quality Financial company

作者: Su Ying Jin Zhanming

作者单位: School of Economics and Management, Tsinghua University, Beijing, P.R.China, 100084 Department of Business Administration, Tsinghua University, Beijing, P.R.China, 100084

会议类型: 国际会议

会议名称: 第六届管理学国际会议(Proceedings of ICM2007 the 6th International on Management)

会议地点: 武汉

会议语种:英文

页码: 957-962

在线出版日期: 2007-08-03（万方平台首次上网日期，不代表论文的发表时间）