Service Quality Management Based on the Gaps Model Theory for Power Supply Enterprises

摘要：

Effective power supplying service management is an important prerequisite for power supply enterprises to win in competitive market.In this paper,we analysis the characteristics of power supply enterprises,follow the thought of “Identifying problems---Finding problems---Solving problems,that is identifying problems based on the theory of Gaps model,establishing a service quality evaluating system to find problems,and finally presenting some measures to solve problems.The total ideas in this paper have been used in Sichuan province in China to improve the quality of services with some reference value.

关键词： power supply enterprises gaps model service quality evaluating system measures to improve the service quality

作者: Yanfu Zhang Haiyan Chen Lin Liu Ming Zeng

作者单位: School of Business AdministrationNorth China Electric Power UniversityBeijing,102206,China School of Business Administration North China Electric Power University Beijing,102206,China

会议类型: 国际会议

会议名称: 2008 IEEE International Conference on Service Operations and Logistics, and Informatics(IEEE/SOLI’2008)(IEEE服务运作、物流与信息年会)

会议地点: 北京

会议语种:英文

在线出版日期: 2008-10-12（万方平台首次上网日期，不代表论文的发表时间）