The Evaluation of Power Supply Enterprises Service Recovery Quality Based on Improved Fuzzy AHP Method
The customer-centered transformation is taking place among Chinas power supply enterprises, which are changing towards service-oriented type. And for this type of enterprises, service recovery is inevitable. However, there hasnt been such research into the effect or evaluation of this service recovery, neither theoretically nor applicative. In this paper, the index system of supply enterprises service recovery quality is established, and the weight of each index is made clear using improved AHP method, so that the customers perceptive of service recovery quality is measured, and the uncertainty of thinking is taken into consideration at the same time. Moreover, this evaluation is classified according to the characteristic of power consumer. After these, demonstration is carried out, the result of which is discussed, and advises are given to supply enterprises on their service recovery strategy.
Customer Service Service recovery Improved fuzzy AHP Evaluation Recovery strategy
Zhou Wenyu Tang Jian Zeng Ming Yang Pengju Liang Zhou Chen Li
School of Business and Management, North China Electric Power University Integrated Dispatch and Communication Center Jiangsu Power Company
国际会议
上海
英文
2007-09-21（万方平台首次上网日期，不代表论文的发表时间）