摘要
电子出版物出版商要引进科学的服务质量评估模型,评估规范服务,消除客户的期望与服务质量之间的差距,提高服务质量。
Publishers ought to introduce scientific model of service quality to assess their service and eliminate the gap between the customers＇ anticipant service quality and the experienced service quality so as to improve their service quality.
关键词
电子出版物
服务质量管理
用户
electronic publication
service quality management
user
