基于价值链的移动运营服务质量管理研究
|
摘要
随着电信体制改革的深入发展和三网融合的趋势不可阻挡,移动通信市场的竞争更为激烈。现阶段,中国移动、中国联通、中国电信三家运营商的服务已经严重同质化,移动运营商在传统客户群方面的优势面临着转型期的挑战,服务质量是未来市场的竞争核心已成为大家的共识。
本文基于价值链理论和服务管理理论,以移动运营商和客户双边价值最大化为目标,以服务质量管理为主题,以“评价——提升——保障”为主线,研究基于价值链的移动运营服务质量管理的理论方法,并以中国移动山东公司为案例进行实证研究。主要内容包括：
(1)基于价值链的移动运营服务质量管理模型。分析移动运营价值链的角色与流程,进而分析运营企业与用户之间合作和转网博弈的行为,研究服务质量对于移动运营企业的重要性；进一步分析移动运营企业服务质量管理存在的问题,提出基于价值链的服务质量管理框架模型。
(2)基于价值链的移动运营服务质量评价方法。依据服务质量评价体系设计原则,分析影响客户满意度、外部客户服务质量和内部服务提供能力的各要素,提出移动运营服务质量客户满意度指标评价体系、外部客户服务质量指标评价体系和内部服务能力指标评价体系。获取上述指标体系的真实数据,采用层次分析定量评价方法,对用户信任的相关要素进行指标的提炼和分析,进一步判断各指标要素对用户的影响程度,继而得出运营企业应该重点关注和提升的要素,辅助企业决策。
(3)基于价值链的移动运营服务质量提升路径。以客户高满意度为目标,研究基于价值链的移动运营服务质量提升的基本原理；分析用户信任评价和决策结果,从价值链整合与内部服务能力提升的角度,设计提高客户服务质量感知和客户满意度的服务质量提升路径,并进行实例分析。
(4)基于价值链的移动运营服务质量保障体系。研究保障体系的基本框架和构成模块,从用户接触服务保障、管理协作保障和后台服务保障三个层次分别探讨服务质量保障原则、方法和措施,最后构建基于价值链整合的统一的服务质量保障体系。
With in-depth development of the telecommunications system and the fusion of the three networks, the mobile communications market becomes more competitive. At this stage, the service of the three mobile operators, namely China Mobile, China Unicom and China Telecommunication, has been homogenized. The advantages in traditional customers are facing the challenges of business transformation. It has been widely recognized that the quality of service is the core of the competition in the market.
The theories of the value chain and service management are adopted in this thesis. The objective is to maximize the value of both mobile operators and the customers. Focusing on the service quality management and taking the course of "evaluation-improvement-guarantee", research on management of service quality of mobile operations based on value chain is studied. An empirical study is also presented. The main contents include:
(1) The model of service quality management based on value chain. The roles and processes of value chain of mobile operators are analyzed. Then the behavior of cooperation between the operators and customers, and game of customers switching to other operators are analyzed. The importance of service quality for mobile operators is also analyzed. After that a management framework model for service quality based on value chain is proposed.
(2) Service quality evaluation method based on value chain of mobile operators. Based on design principles of service quality evaluation system, various elements are analyzed that influence customer satisfaction, external customer service and internal service providing capability. After that the corresponding index evaluations are presented. The analytic hierarchy process method is adopted to analyze customer trust factors and determine the influence of elements of each indicator on the customers. The important factors that the operators should focus on are then obtained for auxiliary decision-making.
(3) Paths to improve quality of service based on value chain. Aiming at customer satisfaction degree, the principle of improving the service quality-is studied. After the analysis of customer trustment evaluation and the decisions, the paths to improve the quality of mobile operation services are designed from the perspective of value chain integration and internal service capability improvement. An empirical study is also conducted.
(4) Service quality guarantee system based on value chain of mobile operators. The basic framework and constituent parts of service quality gurantee system are studied. From three levels, namely the user access service guarantee, manage collaboration guarantee and back-office services guarantee, the corresponding principles, methods and measures of service quality guarantee are discussed. A uniform service quality guarantee system is then proposed based on value chain integration.
本文基于价值链理论和服务管理理论,以移动运营商和客户双边价值最大化为目标,以服务质量管理为主题,以“评价——提升——保障”为主线,研究基于价值链的移动运营服务质量管理的理论方法,并以中国移动山东公司为案例进行实证研究。主要内容包括：
(1)基于价值链的移动运营服务质量管理模型。分析移动运营价值链的角色与流程,进而分析运营企业与用户之间合作和转网博弈的行为,研究服务质量对于移动运营企业的重要性；进一步分析移动运营企业服务质量管理存在的问题,提出基于价值链的服务质量管理框架模型。
(2)基于价值链的移动运营服务质量评价方法。依据服务质量评价体系设计原则,分析影响客户满意度、外部客户服务质量和内部服务提供能力的各要素,提出移动运营服务质量客户满意度指标评价体系、外部客户服务质量指标评价体系和内部服务能力指标评价体系。获取上述指标体系的真实数据,采用层次分析定量评价方法,对用户信任的相关要素进行指标的提炼和分析,进一步判断各指标要素对用户的影响程度,继而得出运营企业应该重点关注和提升的要素,辅助企业决策。
(3)基于价值链的移动运营服务质量提升路径。以客户高满意度为目标,研究基于价值链的移动运营服务质量提升的基本原理；分析用户信任评价和决策结果,从价值链整合与内部服务能力提升的角度,设计提高客户服务质量感知和客户满意度的服务质量提升路径,并进行实例分析。
(4)基于价值链的移动运营服务质量保障体系。研究保障体系的基本框架和构成模块,从用户接触服务保障、管理协作保障和后台服务保障三个层次分别探讨服务质量保障原则、方法和措施,最后构建基于价值链整合的统一的服务质量保障体系。
With in-depth development of the telecommunications system and the fusion of the three networks, the mobile communications market becomes more competitive. At this stage, the service of the three mobile operators, namely China Mobile, China Unicom and China Telecommunication, has been homogenized. The advantages in traditional customers are facing the challenges of business transformation. It has been widely recognized that the quality of service is the core of the competition in the market.
The theories of the value chain and service management are adopted in this thesis. The objective is to maximize the value of both mobile operators and the customers. Focusing on the service quality management and taking the course of "evaluation-improvement-guarantee", research on management of service quality of mobile operations based on value chain is studied. An empirical study is also presented. The main contents include:
(1) The model of service quality management based on value chain. The roles and processes of value chain of mobile operators are analyzed. Then the behavior of cooperation between the operators and customers, and game of customers switching to other operators are analyzed. The importance of service quality for mobile operators is also analyzed. After that a management framework model for service quality based on value chain is proposed.
(2) Service quality evaluation method based on value chain of mobile operators. Based on design principles of service quality evaluation system, various elements are analyzed that influence customer satisfaction, external customer service and internal service providing capability. After that the corresponding index evaluations are presented. The analytic hierarchy process method is adopted to analyze customer trust factors and determine the influence of elements of each indicator on the customers. The important factors that the operators should focus on are then obtained for auxiliary decision-making.
(3) Paths to improve quality of service based on value chain. Aiming at customer satisfaction degree, the principle of improving the service quality-is studied. After the analysis of customer trustment evaluation and the decisions, the paths to improve the quality of mobile operation services are designed from the perspective of value chain integration and internal service capability improvement. An empirical study is also conducted.
(4) Service quality guarantee system based on value chain of mobile operators. The basic framework and constituent parts of service quality gurantee system are studied. From three levels, namely the user access service guarantee, manage collaboration guarantee and back-office services guarantee, the corresponding principles, methods and measures of service quality guarantee are discussed. A uniform service quality guarantee system is then proposed based on value chain integration.
引文
[1]中共中央关于制定“十五”计划的建议.2000年10月11日中国共产党第十五届中央委员会第五次全体会议通过.
[2]黄文慧.中国发行存托凭证的必要性与可行性研究[D].首都经济贸易大学,2009.
[3]谢波.基于SaaS模式的中小企业信息化服务平台研究—以中国移动ADC为例[D].中山大学,2010.
[4]周晓春.中国移动长沙分公司中层管理人员领导力提升研究[D].湖南大学,2009.
[5]陈燕妮.中国铁通长沙分公司服务质量体系优化研究[D].中南大学,2011.
[6]杜振华.电信重组后三大运营商竞争形势分析[J].移动通信,2008(19)：22-26.
[7]中国互联网络信息中心(CNNIC):《第25次中国互联网络发展状况统计报告》,2009-07-16.
[8]童俊.我国通信行业上市公司成长性评价研究[D].江苏大学,2009.
[9]魏埙,蔡继明,刘骏民.现代西方经济学教程[M].南开大学出版社,1999.
[10]郑敏,张雪洁.3G手机媒体发展展望研究[J].青年科学,2009(2)：113.
[11]卢赫.国内外移动互联网发展现状及问题分析[J].现代电信科技,2009(7)：28-31
[12]徐冬梅.国内外3G发展的现状与经验研究[J].中国高新技术企业,2009(17)：78-79.
[13]李彬.企业内部服务质量测量研究[D].东北大学,2007.
[14]Crosby P B. Quality is Free:The Art of Making Quality Certain[M]. New American Library New York,1979,83-92.
[15]Lehtinen J R, Lehtinen O. Service quality:a study of quality dimensions, Unpolished working paper, Service Management Institute, Helsinki,1982.
[16]Churchill G A, Surprenant C. An investigation into the determinants of customer satisfaction[J]. Journal of Marketing Research,1982,19(4):491-504.
[17]Lewis R C, Booms B H. The Marketing Aspects of Service Quality, in Berry L, Shostack G, and Upah G(Eds). Emerging Perspectives of Service Marketing. Chicago:American Marketing Association,1983:99-107.
[18]Gronroos C. A service quality model and its marketing implications[J]. European Journal of Marketing,1984,18(4):36-44.
[19]Parasuraman A, Zeithaml V A, Berry L L. A conceptual model of service quality and its implications for future research[J]. Journal of Marketing,1985,49(4):41-50.
[20]Parasuraman A, Zeithaml V A, Berry L L. SERVQUAL:A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality[J]. Journal of Retailing,1988,64(1):12-40.
[21]高雯雯.基于服务质量差距模型提升客户接触点一致性服务质量的研究[D].北京邮电大学,2010.
[22]Binter M J. Evaluating service encounters:the effects of physical surroundings and employee responses[J]. Journal of Marketing,1990,54(2):69-82.
[23]Brady M K, Cronin J J. Some new thoughts on conceptualizing perceived service quality:a hierarchical approach[J]. Journal of Marketing.2001,65:34-49.
[24]范秀成.服务质量管理：交互过程与交互质量[J].南开管理评论,1999(01)：8-12.
[25]朱沆,汪纯孝,岑成德等.服务质量属性的实证研究[J].商业研究,1999(6)：82-85.
[26]洪生伟.医院服务质量体系的建立与运行[J].中国质量,2000(12)：30-31.
[27]韦福祥.对服务补救若干问题的探讨[J].天津商学院学报,2002,22(1)：24-26.
[28]杨晓琼,李健,韩毅.图书馆服务质量的实证研究及模型构建[J].情报资料工作,2007(6)：95-98.
[29]张文芳.图书馆服务质量评价模式和指标体系初探[J].农业图书情报学刊,2008,20(01)：146-149.
[30]Knutson B, Stevens P, et al. Lodgserv:A Service Quality Index For the Lodging Industry[J]. Hospitality Research Journal,1990,14(2):277-284.
[31]Saleh F, Ryan C. Analysing service quality in the hospitality industry using the SERVQUAL model[J]. The Service Industries Journal,1991,11(3):324-343.
[32]Wuest B E S, Tas R F, et al. What do mature travelers perceive as important hotel/motel customer services?[J]. Hospotality Research Journal,1996,20(2):77-93.
[33]Getty J M, Thompson K N. The relationship between quality, satisfaction and recommending behavior in lodging decisions[J]. Journal of Hospitality&Leisure Marketing,1994,2(3):3-22.
[34]Mei A W O, Dean A M, White C J. Analyzing service quality in the hospitality industry[J]. Managing Service Quality,1999,9(2):136-143.
[35]董润芸.服务质量评估及提升研究[D].沈阳工业大学,2003.
[36]吴建勋,薛庞娟,王立茹.基于SERVQUAL模型的零售业服务质量评测—以百脑汇郑州店为例[J].企业经济,2008(12)：52-54.
[37]施国洪,王晓燕,岳江君.基于SERVQUAL的非营利性组织服务质量评价模型研究[J].华东经济管理,2011,25(02)：147-150.
[38]董雅丽,赵丽红.员工角色行为对服务质量影响的实证研究[J].统计与信息论坛,2009,24(3)：81-86.
[39]张圣亮,王爱霞.网上银行顾客感知服务质量影响因素研究[J].北京理工大学学报(社会科学版),2011,13(1)：59-63,72.
[40]Xie Gang, Yue Wuyi, Wang Shouyang. Dynamic Management on Quality of Service in Mobile Communication Networks Based on VPRS Model.2008 Second International Conference on Future Generation Communication and Networking[C],148-151.
[41]Tzeng Gwo-Hshiung, Chang Hung-Fan. Applying Importance-Performance Analysis as a Service Quality Measure in Food Service Industry[J]. Journal of Technology Management & Innovation,2011,6(3),106-114.
[42]Levitt T. Production line approach to service. Harvard Business Review,1972, Vol.50, 41-52.
[43]Johnson E M. Are Goods and Services Different?:An Exercise in Marketing Theory[D]. Washington University,1969.
[44]罗布·马蒂森.电信业客户流失管理[M].人民邮电出版社,2005.
[45]谢海峰.中国铁通湖南分公司服务质量体系研究[D].湖南大学,2010.
[46]Gronroos C. Service Management and Marketing:Managing the Moments of Truth in Service Competition. Lexington Books,1990.
[47]Gronroos C. Service Management and Marketing:A Customer Relationship Management Approach (2nd Edition), John Wiley & Sons,2000.
[48]Czepiel J A. Service Encounters and Service Relationships:Implication for Research[J]. Journal of Buisness Research,1990,20(1):13-21.
[49]Zemke R, Bell C. Service Recovery:Doing Right in Second Time[J]. Training,1990,27(6): 42-48.
[50]Morgan R E, Chadha S. Relationship Marketing at the Service Encounter:The Case of Life Insurance[J]. The Service Industries Journal,1993,13(1),112-125.
[51]Zeithaml V A, Bitner M J. Services Marketing, McGraw-Hill, New York, NY,1996.
[52]Heskett J L, Jones T O, Loveman G W et. al. Putting the Service-Profit Chain to Work. Harvard Business Review,1994,72(2):164-174.
[53]Collier D A. The Service/Quality Solution:Using Service Management to Gain Competitive Advantage. Jointly published by Irwin Professional Publishing (Burr Ridge, Illinois), and American Society of Quality Control's Quality Press (Milwaukee, Wisconsin),1994.
[54]陈小衡.基于差距视角的图书馆服务质量管理[J].图书馆学刊,2010(10)：24-26
[55]施国洪,岳江君.KANO模型在图书馆服务质量管理中的应用研究[J].情报杂志,2009,28(8)：57-61
[56]鲁莉莉.对图书馆服务质量管理内在运行机制的探讨[J].图书馆理论与实践,2011(4)：33-36
[57]杨丽娟.图书馆新型服务质量管理—引入六西格玛管理方法探析[J].图书馆工作与研究,2010(4)：45-47
[58]梁峻铭.基于海事服务质量体系有效运行的问题研究[J].中国水运,2009,9(10)：46,108
[59]刘文远,舒玲,王宏艳.建立海事服务质量管理体系探讨[J].燕山大学学报(哲学社会科学版),2010,11(4)：83-85
[60]于静静,朱冠梅,蒋守芬.基于旅游者感知的乡村旅游餐饮服务质量影响因素实证研究[J].旅游论坛,2009,2(2)：243-247
[61]王丽华.高校餐饮服务质量的几点思考[J].北京电力高等专科学校学报(自然科学版),2011,28(4)：105-106
[62]李卫平.酒楼餐饮服务质量现状分析[J].现代企业教育,2011(10)：75-76
[63]吴英姿.供电企业客户满意度指数模型及改进研究[J].华东电力,2006,34(1)：76-78
[64]宁华.供电企业服务质量体系的构建及应用[D].华北电力大学(北京),2010.
[65]邹小燕.电力行业用户满意度指数模型的构建与测算[J].电力需求侧管理,2003,5(1)：30-33
[66]钟莹峰.基于内部服务管理的旅行社服务质量体系构建[J].生产力研究,2009(24)：101-102,106
[67]王乾.浅论旅行社服务质量管理体系的构建[J].才智,2011(32)：246
[68]洪生伟.快客运输服务质量体系的策划与建立[J].中国标准化,2001(8)：48-49
[69]孙军华,苏强,霍佳震.中国快递服务质量体系的构建与模糊综合评价[J].工业工程与管理,2010,15(4)：112-116
[70]Regan W J. The Service Revolution[J]. Journal of Marketing,1963,27(3):57-62.
[71]Judd R C. The case for redefining services[J]. Journal of Marketing,1964,28(1),58-59.
[72]Bessom R M. Unique Aspects of Marketing of Services. Arizona Business Bulletin, November 1973,23-27.
[73]Blois K J. The marketing of services:an approach[J]. European Journal of Marketing,1974, 8(2):137-145.
[74]克里斯廷.格罗鲁斯著.服务管理与营销[M].韩经纶等译.电子工业出版社,2002.
[75]Lehtinen J. Customer-oriented Service Firm, Espoo, Finland:WeilinGoos,1983.
[76]Dutka A.AMA Handbook for customer satisfaction. American Marketing Association,1993.
[77]克里斯托弗·H·洛夫洛克著.服务营销[M].陆雄文等译.中国人民大学出版社,2001.
[78]欧海鹰.顾客满意度测评方法研究[D].西安交通大学,2003.
[79]崔立新.服务质量评价模型[M].经济日报出版社,2003.
[80]Garvin D A. What Does "Product Quality" Really Mean[J]. Sloan Management Review, 1984,26(1):25-43.
[81]Sasser W E, Olsen P, Wyckoff D D. Designing the service firm organization. In:Management of Service Operations. Allyn & Bacon, Boston, MA,1978.
[82]Oliver R L. Measurement and Evaluation of Satisfaction Processes in Retail Settings[J]. Journal of Retailing,1981,57(3):25-48.
[83]Gronroos C. Strategic management and marketing in the service sector. Helsinki:Swedish School of Economics and Business Administration,1982.
[84]Garvin D A. Quality on the Line. Harvard Business Review,1983,61(5):65-73.
[85]Takeuchi H, Quelch J A. Quality is more than making a good product. Harvard Business Review,1983,61(4):139-145.
[86]菲利浦·科特勒等著.专业服务营销(第二版)[M].俞利军译.中信出版社,2003.
[87]汪纯孝,蔡浩然.服务营销与服务质量管理[M].中山大学出版社,1996
[88]张圣亮,张止明.结果质量与过程质量探析[J].世界标准化与质量管理,2007(04)：32-35.
[89]韦福祥.服务质量评价与管理[M].人民邮电出版社,2005.
[90]唐晓芬.服务质量指数[C].首届亚洲质量网大会暨第17届亚洲质量研讨会——首届中国质量学术论坛论文集,2003.
[91]Khan M A. An Empirical Assessment of Service Quality of Cellular Mobile Telephone Operators in Pakistan[J]. Asian Social Science,2010,6(10),164-177
[92]Rajkumar Paulrajan, Harish Rajkumar. Service Quality and Customers Preference of Cellular Mobile Service Providers[J]. Journal of Technology Management & Innovation,2011,6(1), 38-45.
[93]Bitner M J. Servicescapes:the impact of physical surroundings on customers and employees. Journal of Marketing,1992,56:57-71.
[94]杨海林.服务价值链与保险企业价值创新关系研究[J].商场现代化,2008(33)：29-30.
[95]田方萌.麦肯锡营销方法[M].民主与建设出版社,2002.
[96]Rechard F. Gerson著.衡量客户满意度[M].万军宝等译.上海财经大学出版社,2000.
[97]殷荣武.美国客户满意度指数述评[J].世界标准化与质量管理,2000(1)：7-11.
[98]刘宇.顾客满意度测评[M].社会科学文献出版社,2003
[99]王育晓,张明亲.电信企业客户价值提升策略研究[J].集团经济研究,2006(28)：51-52
[100]张义迅,林云清,张新平.试论化工销售企业的HSE管理[J].甘肃科技,2011,27(6)：108-110.
[101]周益.电信普遍服务质量管制研究[D].中南大学,2005.
[102]高建刚.双寡头模型下的产品质量竞争与厂商决策[J].山西财经大学学报,2006,28(2)：8-13.
[103]曾勇.移动用户转网障碍的经济学分析及对策思考[J].移动通信,2003,27(6)：85-87
[104]Kuo Y F, Wu C M, Deng W J. The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services. Computers in Human Behavior,2009,25(4):887-896.
[105]苏金生.电信业管制模式与发展研究[M].人民邮电出版社,2007.
[106]郭亚军,综合评价理论与方法[M].北京：科学出版社,2002.
[107]秦寿康.综合评价原理与应用[M].北京：电子工业出版社,2003.
[108]叶义成,柯丽华,黄德育.系统综合评价技术及其应用[M].冶金工业出版社,2006.
[109]魏权龄,崔宇刚.评价相对有效性的几个重要DEA模型[J].系统工程理论与实践,1989(2)：55-68.
[110]徐军.山东移动提升客户服务满意度研究[D].山东大学,2006.
[111]李嘉靖.重庆市高速公路服务质量监管与评价体系研究[D].重庆交通大学,2009.
[112]王莲芬,许树柏.层次分析法引论[M].中国人民大学出版社,1990：103-108,350-384.
[113]Garbarino E, Johnson M S. The different roles of satisfaction, trust and commitment in customer relationships[J]. Journal of Marketing,1999,63(2):70-87.
[114]王向飞,张玉柱,沈宇军.基于AHP的电信业服务质量评价.统计与决策,2005(12)：104-105
[115]卢有杰,卢家仪.项目风险管理[M].北京：清华大学出版社,2004.
[116]沈建明.项目风险管理[M].北京：机械工业出版社,2004
[2]黄文慧.中国发行存托凭证的必要性与可行性研究[D].首都经济贸易大学,2009.
[3]谢波.基于SaaS模式的中小企业信息化服务平台研究—以中国移动ADC为例[D].中山大学,2010.
[4]周晓春.中国移动长沙分公司中层管理人员领导力提升研究[D].湖南大学,2009.
[5]陈燕妮.中国铁通长沙分公司服务质量体系优化研究[D].中南大学,2011.
[6]杜振华.电信重组后三大运营商竞争形势分析[J].移动通信,2008(19)：22-26.
[7]中国互联网络信息中心(CNNIC):《第25次中国互联网络发展状况统计报告》,2009-07-16.
[8]童俊.我国通信行业上市公司成长性评价研究[D].江苏大学,2009.
[9]魏埙,蔡继明,刘骏民.现代西方经济学教程[M].南开大学出版社,1999.
[10]郑敏,张雪洁.3G手机媒体发展展望研究[J].青年科学,2009(2)：113.
[11]卢赫.国内外移动互联网发展现状及问题分析[J].现代电信科技,2009(7)：28-31
[12]徐冬梅.国内外3G发展的现状与经验研究[J].中国高新技术企业,2009(17)：78-79.
[13]李彬.企业内部服务质量测量研究[D].东北大学,2007.
[14]Crosby P B. Quality is Free:The Art of Making Quality Certain[M]. New American Library New York,1979,83-92.
[15]Lehtinen J R, Lehtinen O. Service quality:a study of quality dimensions, Unpolished working paper, Service Management Institute, Helsinki,1982.
[16]Churchill G A, Surprenant C. An investigation into the determinants of customer satisfaction[J]. Journal of Marketing Research,1982,19(4):491-504.
[17]Lewis R C, Booms B H. The Marketing Aspects of Service Quality, in Berry L, Shostack G, and Upah G(Eds). Emerging Perspectives of Service Marketing. Chicago:American Marketing Association,1983:99-107.
[18]Gronroos C. A service quality model and its marketing implications[J]. European Journal of Marketing,1984,18(4):36-44.
[19]Parasuraman A, Zeithaml V A, Berry L L. A conceptual model of service quality and its implications for future research[J]. Journal of Marketing,1985,49(4):41-50.
[20]Parasuraman A, Zeithaml V A, Berry L L. SERVQUAL:A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality[J]. Journal of Retailing,1988,64(1):12-40.
[21]高雯雯.基于服务质量差距模型提升客户接触点一致性服务质量的研究[D].北京邮电大学,2010.
[22]Binter M J. Evaluating service encounters:the effects of physical surroundings and employee responses[J]. Journal of Marketing,1990,54(2):69-82.
[23]Brady M K, Cronin J J. Some new thoughts on conceptualizing perceived service quality:a hierarchical approach[J]. Journal of Marketing.2001,65:34-49.
[24]范秀成.服务质量管理：交互过程与交互质量[J].南开管理评论,1999(01)：8-12.
[25]朱沆,汪纯孝,岑成德等.服务质量属性的实证研究[J].商业研究,1999(6)：82-85.
[26]洪生伟.医院服务质量体系的建立与运行[J].中国质量,2000(12)：30-31.
[27]韦福祥.对服务补救若干问题的探讨[J].天津商学院学报,2002,22(1)：24-26.
[28]杨晓琼,李健,韩毅.图书馆服务质量的实证研究及模型构建[J].情报资料工作,2007(6)：95-98.
[29]张文芳.图书馆服务质量评价模式和指标体系初探[J].农业图书情报学刊,2008,20(01)：146-149.
[30]Knutson B, Stevens P, et al. Lodgserv:A Service Quality Index For the Lodging Industry[J]. Hospitality Research Journal,1990,14(2):277-284.
[31]Saleh F, Ryan C. Analysing service quality in the hospitality industry using the SERVQUAL model[J]. The Service Industries Journal,1991,11(3):324-343.
[32]Wuest B E S, Tas R F, et al. What do mature travelers perceive as important hotel/motel customer services?[J]. Hospotality Research Journal,1996,20(2):77-93.
[33]Getty J M, Thompson K N. The relationship between quality, satisfaction and recommending behavior in lodging decisions[J]. Journal of Hospitality&Leisure Marketing,1994,2(3):3-22.
[34]Mei A W O, Dean A M, White C J. Analyzing service quality in the hospitality industry[J]. Managing Service Quality,1999,9(2):136-143.
[35]董润芸.服务质量评估及提升研究[D].沈阳工业大学,2003.
[36]吴建勋,薛庞娟,王立茹.基于SERVQUAL模型的零售业服务质量评测—以百脑汇郑州店为例[J].企业经济,2008(12)：52-54.
[37]施国洪,王晓燕,岳江君.基于SERVQUAL的非营利性组织服务质量评价模型研究[J].华东经济管理,2011,25(02)：147-150.
[38]董雅丽,赵丽红.员工角色行为对服务质量影响的实证研究[J].统计与信息论坛,2009,24(3)：81-86.
[39]张圣亮,王爱霞.网上银行顾客感知服务质量影响因素研究[J].北京理工大学学报(社会科学版),2011,13(1)：59-63,72.
[40]Xie Gang, Yue Wuyi, Wang Shouyang. Dynamic Management on Quality of Service in Mobile Communication Networks Based on VPRS Model.2008 Second International Conference on Future Generation Communication and Networking[C],148-151.
[41]Tzeng Gwo-Hshiung, Chang Hung-Fan. Applying Importance-Performance Analysis as a Service Quality Measure in Food Service Industry[J]. Journal of Technology Management & Innovation,2011,6(3),106-114.
[42]Levitt T. Production line approach to service. Harvard Business Review,1972, Vol.50, 41-52.
[43]Johnson E M. Are Goods and Services Different?:An Exercise in Marketing Theory[D]. Washington University,1969.
[44]罗布·马蒂森.电信业客户流失管理[M].人民邮电出版社,2005.
[45]谢海峰.中国铁通湖南分公司服务质量体系研究[D].湖南大学,2010.
[46]Gronroos C. Service Management and Marketing:Managing the Moments of Truth in Service Competition. Lexington Books,1990.
[47]Gronroos C. Service Management and Marketing:A Customer Relationship Management Approach (2nd Edition), John Wiley & Sons,2000.
[48]Czepiel J A. Service Encounters and Service Relationships:Implication for Research[J]. Journal of Buisness Research,1990,20(1):13-21.
[49]Zemke R, Bell C. Service Recovery:Doing Right in Second Time[J]. Training,1990,27(6): 42-48.
[50]Morgan R E, Chadha S. Relationship Marketing at the Service Encounter:The Case of Life Insurance[J]. The Service Industries Journal,1993,13(1),112-125.
[51]Zeithaml V A, Bitner M J. Services Marketing, McGraw-Hill, New York, NY,1996.
[52]Heskett J L, Jones T O, Loveman G W et. al. Putting the Service-Profit Chain to Work. Harvard Business Review,1994,72(2):164-174.
[53]Collier D A. The Service/Quality Solution:Using Service Management to Gain Competitive Advantage. Jointly published by Irwin Professional Publishing (Burr Ridge, Illinois), and American Society of Quality Control's Quality Press (Milwaukee, Wisconsin),1994.
[54]陈小衡.基于差距视角的图书馆服务质量管理[J].图书馆学刊,2010(10)：24-26
[55]施国洪,岳江君.KANO模型在图书馆服务质量管理中的应用研究[J].情报杂志,2009,28(8)：57-61
[56]鲁莉莉.对图书馆服务质量管理内在运行机制的探讨[J].图书馆理论与实践,2011(4)：33-36
[57]杨丽娟.图书馆新型服务质量管理—引入六西格玛管理方法探析[J].图书馆工作与研究,2010(4)：45-47
[58]梁峻铭.基于海事服务质量体系有效运行的问题研究[J].中国水运,2009,9(10)：46,108
[59]刘文远,舒玲,王宏艳.建立海事服务质量管理体系探讨[J].燕山大学学报(哲学社会科学版),2010,11(4)：83-85
[60]于静静,朱冠梅,蒋守芬.基于旅游者感知的乡村旅游餐饮服务质量影响因素实证研究[J].旅游论坛,2009,2(2)：243-247
[61]王丽华.高校餐饮服务质量的几点思考[J].北京电力高等专科学校学报(自然科学版),2011,28(4)：105-106
[62]李卫平.酒楼餐饮服务质量现状分析[J].现代企业教育,2011(10)：75-76
[63]吴英姿.供电企业客户满意度指数模型及改进研究[J].华东电力,2006,34(1)：76-78
[64]宁华.供电企业服务质量体系的构建及应用[D].华北电力大学(北京),2010.
[65]邹小燕.电力行业用户满意度指数模型的构建与测算[J].电力需求侧管理,2003,5(1)：30-33
[66]钟莹峰.基于内部服务管理的旅行社服务质量体系构建[J].生产力研究,2009(24)：101-102,106
[67]王乾.浅论旅行社服务质量管理体系的构建[J].才智,2011(32)：246
[68]洪生伟.快客运输服务质量体系的策划与建立[J].中国标准化,2001(8)：48-49
[69]孙军华,苏强,霍佳震.中国快递服务质量体系的构建与模糊综合评价[J].工业工程与管理,2010,15(4)：112-116
[70]Regan W J. The Service Revolution[J]. Journal of Marketing,1963,27(3):57-62.
[71]Judd R C. The case for redefining services[J]. Journal of Marketing,1964,28(1),58-59.
[72]Bessom R M. Unique Aspects of Marketing of Services. Arizona Business Bulletin, November 1973,23-27.
[73]Blois K J. The marketing of services:an approach[J]. European Journal of Marketing,1974, 8(2):137-145.
[74]克里斯廷.格罗鲁斯著.服务管理与营销[M].韩经纶等译.电子工业出版社,2002.
[75]Lehtinen J. Customer-oriented Service Firm, Espoo, Finland:WeilinGoos,1983.
[76]Dutka A.AMA Handbook for customer satisfaction. American Marketing Association,1993.
[77]克里斯托弗·H·洛夫洛克著.服务营销[M].陆雄文等译.中国人民大学出版社,2001.
[78]欧海鹰.顾客满意度测评方法研究[D].西安交通大学,2003.
[79]崔立新.服务质量评价模型[M].经济日报出版社,2003.
[80]Garvin D A. What Does "Product Quality" Really Mean[J]. Sloan Management Review, 1984,26(1):25-43.
[81]Sasser W E, Olsen P, Wyckoff D D. Designing the service firm organization. In:Management of Service Operations. Allyn & Bacon, Boston, MA,1978.
[82]Oliver R L. Measurement and Evaluation of Satisfaction Processes in Retail Settings[J]. Journal of Retailing,1981,57(3):25-48.
[83]Gronroos C. Strategic management and marketing in the service sector. Helsinki:Swedish School of Economics and Business Administration,1982.
[84]Garvin D A. Quality on the Line. Harvard Business Review,1983,61(5):65-73.
[85]Takeuchi H, Quelch J A. Quality is more than making a good product. Harvard Business Review,1983,61(4):139-145.
[86]菲利浦·科特勒等著.专业服务营销(第二版)[M].俞利军译.中信出版社,2003.
[87]汪纯孝,蔡浩然.服务营销与服务质量管理[M].中山大学出版社,1996
[88]张圣亮,张止明.结果质量与过程质量探析[J].世界标准化与质量管理,2007(04)：32-35.
[89]韦福祥.服务质量评价与管理[M].人民邮电出版社,2005.
[90]唐晓芬.服务质量指数[C].首届亚洲质量网大会暨第17届亚洲质量研讨会——首届中国质量学术论坛论文集,2003.
[91]Khan M A. An Empirical Assessment of Service Quality of Cellular Mobile Telephone Operators in Pakistan[J]. Asian Social Science,2010,6(10),164-177
[92]Rajkumar Paulrajan, Harish Rajkumar. Service Quality and Customers Preference of Cellular Mobile Service Providers[J]. Journal of Technology Management & Innovation,2011,6(1), 38-45.
[93]Bitner M J. Servicescapes:the impact of physical surroundings on customers and employees. Journal of Marketing,1992,56:57-71.
[94]杨海林.服务价值链与保险企业价值创新关系研究[J].商场现代化,2008(33)：29-30.
[95]田方萌.麦肯锡营销方法[M].民主与建设出版社,2002.
[96]Rechard F. Gerson著.衡量客户满意度[M].万军宝等译.上海财经大学出版社,2000.
[97]殷荣武.美国客户满意度指数述评[J].世界标准化与质量管理,2000(1)：7-11.
[98]刘宇.顾客满意度测评[M].社会科学文献出版社,2003
[99]王育晓,张明亲.电信企业客户价值提升策略研究[J].集团经济研究,2006(28)：51-52
[100]张义迅,林云清,张新平.试论化工销售企业的HSE管理[J].甘肃科技,2011,27(6)：108-110.
[101]周益.电信普遍服务质量管制研究[D].中南大学,2005.
[102]高建刚.双寡头模型下的产品质量竞争与厂商决策[J].山西财经大学学报,2006,28(2)：8-13.
[103]曾勇.移动用户转网障碍的经济学分析及对策思考[J].移动通信,2003,27(6)：85-87
[104]Kuo Y F, Wu C M, Deng W J. The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services. Computers in Human Behavior,2009,25(4):887-896.
[105]苏金生.电信业管制模式与发展研究[M].人民邮电出版社,2007.
[106]郭亚军,综合评价理论与方法[M].北京：科学出版社,2002.
[107]秦寿康.综合评价原理与应用[M].北京：电子工业出版社,2003.
[108]叶义成,柯丽华,黄德育.系统综合评价技术及其应用[M].冶金工业出版社,2006.
[109]魏权龄,崔宇刚.评价相对有效性的几个重要DEA模型[J].系统工程理论与实践,1989(2)：55-68.
[110]徐军.山东移动提升客户服务满意度研究[D].山东大学,2006.
[111]李嘉靖.重庆市高速公路服务质量监管与评价体系研究[D].重庆交通大学,2009.
[112]王莲芬,许树柏.层次分析法引论[M].中国人民大学出版社,1990：103-108,350-384.
[113]Garbarino E, Johnson M S. The different roles of satisfaction, trust and commitment in customer relationships[J]. Journal of Marketing,1999,63(2):70-87.
[114]王向飞,张玉柱,沈宇军.基于AHP的电信业服务质量评价.统计与决策,2005(12)：104-105
[115]卢有杰,卢家仪.项目风险管理[M].北京：清华大学出版社,2004.
[116]沈建明.项目风险管理[M].北京：机械工业出版社,2004