Management & Control on Reciprocal Quality between Customers

摘要：

Past researches on reciprocal quality show most scholars usually attach much importance to reciprocity between customers and associates but neglect the influence of reciprocity between customers on service perception quality of customer, so it cannot contribute effective measures and methods to the management and control of service quality of service industry in reality. The paper constructs a reciprocal quality model between customers based on past researches of reciprocal service quality and analyzes the influential elements of reciprocal quality between customers. Also, some concrete measures and methods axe proposed at the end of the paper for managing and controlling reciprocal quality between customers for managers.

关键词： Reciprocal quality Model Management

作者: Li Zhixiong He Hao

作者单位: School of Economics and Management,Wuhan University,P.R.China,430072

会议类型: 国际会议

会议名称: 2006 International Conference on Management Science and Engineering(2006管理科学与工程国际学术研讨会)

会议地点: 武汉

会议语种:英文

页码: 1368-1374

在线出版日期: 2006-11-08（万方平台首次上网日期，不代表论文的发表时间）