摘要
通过分析我国汽车维修服务现状,应用服务质量理论差距分析模型、汽车维修服务质量流程和服务蓝图理论,确定了我国汽车维修服务质量评价指标,并建立汽车维修服务质量评价体系模型.应用该模型对汽车服务企业评价与改进维修服务质量有很好的参考作用.
The situation of China＇s automobile maintenance service is analyzed and the theoretical difference analysis model of the service quality is applied to analyzed the service quality process and service blueprint theory of the vehicle maintenance. Then the China＇s auto maintenance service quality evaluation index is put forward and an evaluation system model of the auto maintenance service quality is established, which has high referential value while evaluating the automobile service industry and improving the maintenance service quality.
出处
《湖北工业大学学报》
2007年第5期88-91,共4页
Journal of Hubei University of Technology
关键词
汽车维修
服务质量
评价体系
automobile maintenance
service quality
evaluation system
