摘要
信息滞后是发生在服务质量传递与感知过程中的常见现象,可分为发生在服务部门之间的传递信息滞后和发生在服务提供者与顾客之间的感知信息滞后两种,有其各自的产生原因和影响。本文应用信息学和服务管理的理论对服务传递滞后的现象的种类、成因、影响效果进行了分析,并对服务传递和质量感知中的两种信息滞后效应建立概率函数进行控制,并将信息滞后问题应用于非营利机构的服务质量问题,指出了NPO改进服务质量的建议。
Sticky information is a common phenomenon in the service delivery and perception, which could be sorted into delivery stickiness and perception stickiness. Each kind of stickiness has its own causes and effects. We analyze the sorts, causes, outcomes of the stickiness through theories of informatics and service management, and set up a probability function to control the effect of stickiness. After that we use the analysis to explain the NPO service quality management and give some specific suggestions of enhancement.
出处
《管理评论》
2005年第4期48-53,62,共7页
Management Review
基金
国家自然科学基金项目(70172028)
