Study on Service Quality Managerial Focus of Retail Firms Based on Gray Relative Analysis

摘要：

The level of service quality management affects the market competitiveness of retail firms to a large extent. In this paper, first of all, the authors have an introduction about some literatures and the importance of service management for retail firms is overviewed briefly. Secondly, the authors build service quality evaluation system and establish 16 indexes of measuring the services management level of retail firms. Finally, the authors analyze relational grade between evaluation factors and retail firm service quality management based on the theory of gray relat ive analysis, and get a conclusion that service management of retail firms should be focused on the service attitude and service response time.

关键词： gray relative analysis retail firm service quality management evaluation

作者: Wei Guochen Xu Jianguo

作者单位: College of Commercial, Beijing Wuzi University, Beijing, P.R.Ch ina, 101149

会议类型: 国际会议

会议名称: 4th International Conference on Productinnovation Management(第四届产品创新管理国际会议)

会议地点: 武汉

会议语种:英文

页码: 971-977

在线出版日期: 2009-08-22（万方平台首次上网日期，不代表论文的发表时间）