Service Quality Evaluation Model

Author: Cui Lixin
Publisher:
Publish Date: 2003-05-01
Features: This book is the first comprehensive and systematic monograph in China on the scientific research model of service quality integrity. It holds high academic value and strong practical applicability. The evaluation model of service quality has always been the core of service quality research both domestically and internationally, as well as a cutting-edge topic in global corporate management. How to provide customer-satisfying services; how to dynamically track service quality throughout the entire process; how to timely decompose and evaluate each segment of the service chain to quickly identify the root causes of problems; and how to formulate countermeasures in a timely manner upon identifying issues—what are the core elements involved? These challenges severely constrain corporate development. This book perfectly integrates advanced Western management science theories and practices with the local context of China, employing numerous charts and vivid, concise language to form a scientific and practical dynamic evaluation model. Its publication is expected to significantly transform the passive and vague state of service product quality measurement and analysis in Chinese corporate management, thereby rapidly improving service quality and comprehensively enhancing corporate competitiveness.