摘要
提出由顾客的质量感知、服务接触的构成要素、服务接触属性构成的服务接触单元概念,以模糊集合对其进行数量化表示,用模糊统计方法测评其总体评价值。提出基于模糊贴近度的指数平滑估算方法,应用逐项贴近度最大的原则对历史数据进行排列,从而只需积累一定数量的分指标和总体评价值就可从被测服务接触单元的分指标值估计总体评价值。
In the paper, the concept of, the customers＇ preceived quality, the formation elements of the service contact and the service contact unit consisting of the service contact attributes are proposed and also the quantity illustration of fuzzy collection and the total value assessment of fuzzy statistics are presented. The index smooth evaluation of fuzzy approximation is discussed. taking the gist of index smooth approach , this evaluation arrange the historical data in the principle of maximun approximation of each item, so as to get the total evaluation value from the sub- target value of the service contact unit measured. Calculated the fomula, the assessment value of the lobby service contact quality of some certain hotel is 0. 8045.
出处
《工业工程与管理》
2007年第6期73-76,共4页
Industrial Engineering and Management
关键词
服务接触
分项指标
总体指标
估算
service contact
sub-taerget
total target assessment
