Grey-Clustering Evaluation Model and Its Application on Enterprises Service Quality Management

摘要：

The service quality is one of most important factors to determine enterprises sales effect and competitive strength,more and more enterprises have been recognized the importance of service quality management.So it has great significance to set up a simple and scientific evaluation model,which can execute comprehensive evaluation about the level of enterprises service quality.This paper combined with the characteristics of quality services,constructed the service quality evaluation index system,then used grey-clustering to evaluate the level of service quality management,and validated the feasibility and scientific of this evaluation methods through an example in the end.This provided a new method or way to evaluate the level of service quality for enterprises.

关键词： Service quality management Evaluation index system Grey-clustering

作者: Gui Shouping Ye Zhishen Xu Lixin

作者单位: Economy and Trade College,South China University of Technology,Guangzhou,P.R.China,510006

会议类型: 国际会议

会议名称: 第三届产品创新管理国际会议(The 3rd International Conference on Product Innovation Management)

会议地点: 武汉

会议语种:英文

在线出版日期: 2008-10-26（万方平台首次上网日期，不代表论文的发表时间）