The Filtering Model of the Service Quality Delivery System

摘要：

In the service delivery system, many factors would affect the efficiency of service quality delivery, leading to losses in consumer perceived service quality. By introducing a simplified model and basic functions, a dynamic filtering model of service quality delivery system is built in this paper. This model analyzes the effects of system filtering and consumers cognitive filtering, thereby providing insights for organizations to improve their marketing performance through effective recovery of imperfect services and improvement of the effect and efficiency of delivered service quality.

关键词： service marketing service quality filtering model

作者: Guoqing Guo Jie Meng Xiangque Yao

作者单位: School of Business, Renmin University of China, Beijing, 100872, China School of International Business, Beijing Foreign Studies University, Beijing, 100089, China

会议类型: 国际会议

会议名称: 第八届武汉电子商务国际会议(The Eighth Wuhan International Conference on E-Business)

会议地点: 武汉

会议语种:英文

页码: 2427-2437

在线出版日期: 2009-05-30（万方平台首次上网日期，不代表论文的发表时间）