摘要
对客户服务的过程进行抽象,构建了客户服务的过程管理模型,运用反馈控制系统的研究方法,对服务过程输出的可靠性与响应性进行了研究。在对服务过程及有关参数用概率分布进行数学表征的基础上,进行了计算机模拟,针对模拟结果分析了影响服务水平的可控因素,并初步探讨了企业提高服务水平的方法。
The process of customer service is analyzed and a process management model of customer service is constructed. The reliability and responsiveness of service output are studied using the method of feedback control system. Based on the mathematic description of the service process and related parameters using probability distribution, the computer simulation is applied. The manipulated factors affecting the service level are analyzed in the light of the simulation results. The way to improve service level in enterprises is discussed.
出处
《武汉理工大学学报（信息与管理工程版）》
CAS
2005年第4期169-173,共5页
Journal of Wuhan University of Technology：Information & Management Engineering
基金
国家自然科学基金资助项目(70271030).
