摘要
学习支持服务是远程教学的两大功能要素之一,其工作具有浓重的服务性质。服务质量差距模型是专门用来分析服务质量问题根源的工具。利用该模型,可对学习支持服务进行服务质量差距分析,探讨其服务质量的不足与根源,提出弥合服务差距、提升服务质量的管理策略,并建立了远程教育学习支持服务质量管理的四级指标体系。
Learning support service is one of the two functions in distance education. The service quality model is a special tool designed to analyze quality. Using the model, we can analyze the quality of learning support services, and discover its insufficiency. In this paper, the countermeasures are presented and the four-level indicators of quality management are established in learning support services of distance education.
出处
《广东广播电视大学学报》
2010年第4期9-13,共5页
Journal of Guangdong Radio & Television University
关键词
差距分析模型
差距
学习支持服务
质量管理
service quality model
gap
learning support services
quality management
