Research on Process Control Model of Service Quality in Public Scientific Research Institutions
Based on the non-profit nature and difficult control of service process in public scientific research institutions,three theoretical bases for effectively controlling of service quality in public scientific research activities are analyzed.The process control model of service quality in public scientific research institutions is put forward.Further modified Servqual Model which simulated enterprise managements model is provided.Finally the author brings forward three practical control strategies which will be used for public scientific research institutions to improve the process management of service quality.
process control process control model service quality public scienfitic research institution
Hongjuan Shu Xuanxi Ning
College of Economics and Management,Nanjing University of Aeronautics and Astronautics,nuaaNanjing,C College of Economics and Management,Nanjing University of Aeronautics and Astronautics,nuaa Nanjing,
国际会议
北京
英文
2008-10-12（万方平台首次上网日期，不代表论文的发表时间）