| 服务质量三维体系设计及应用研究 |
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| 引用本文： | 彭华涛,徐远.服务质量三维体系设计及应用研究[J].中国软科学,2007(3):115-119. |
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| 作者姓名： | 彭华涛 徐远 |
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| 作者单位： | 1. 武汉理工大学,管理学院,湖北,武汉,430070
2. 华夏认证中心,北京,100083 |
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| 摘 要： | 从媒介质量、传导质量与互动质量的角度提出了服务质量的三维体系设计思路，揭示了服务质量三雏体系设计的原理，以此为基础建立了华夏认证中心服务质量设计的结构方程模型，通过对结构方程模型潜在变量相互效应以及结构变量与观察变量评分及影响系数的分析，提出了华夏认证中心服务质量的初步设计方案。
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| 关 键 词： | 服务质量 设计 结构方程 |
| 文章编号： | 1002-9753(2007)03-0115-05 |
| 修稿时间： | 2006-08-31 |
Research on the Design and Application of the Three -dimensional System for Service Quality |
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| PENG Hua-tao,XU Yuan.Research on the Design and Application of the Three -dimensional System for Service Quality[J].China Soft Science,2007(3):115-119. |
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| Authors: | PENG Hua-tao XU Yuan |
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| Institution: | 1. School of Management, Wuhan University of Technology, Wuhan 430070, China; 2. China Certification Center Inc. , Bering lO0083,China |
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| Abstract: | From the point of medium quality, conduction quality and interaction quality, this paper points out the design viewpoint of three - dimensional system of quality of service, displays the principle of three - dimensional system of quality of service. Based on the analysis above, this paper sets up a structural equation model on the quality of service design of China Certification Center Inc. By analyzing the mutual - effect of the latent variable, the scoring and influence efficient of structural variable and observable variable in the structural equation model, this paper brings forth the primary design scheme of the quality of service of China Certification Center Inc. |
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| Keywords: | quality of service desgin structural equation model |
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