Service Quality Strategy Implementation through Quantitative Models of PMSs

摘要：

In this paper,we briefly discuss the problem about implementation of service quality strategy and proposes three interrelated models which can be used to identify factors affecting performance and their relationships,structure them hierarchically,quantify the effect of the factors on performance: 1. business object models to describe the internal management elements,2. coupling operation models to formalize the operation of relevant attributes among business object models,and 3. system dynamic models represents the underlying process which leads to achievement of the strategic objective. Besides conceptual considerations,we base our arguments on a detailed case study from an auto financing company. Findings of this paper are that quantitative modelling can be helpful for service quality strategy implementation in a dynamic environment.

关键词： performance measurement system quality of service strategy implementation financial services industry

作者: Ying Su Zhanming Jin Donghong Li

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

会议类型: 国际会议

会议名称: The First International Conference on Management Innovation(ICMI 2007)(管理创新会议)

会议地点: 上海

会议语种:英文

页码: 778-784

在线出版日期: 2007-06-04（万方平台首次上网日期，不代表论文的发表时间）