| 基于差距分析模型的学习支持服务质量管理 |
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| 引用本文： | 赖显明.基于差距分析模型的学习支持服务质量管理[J].广东广播电视大学学报,2010,19(4):9-13. |
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| 作者姓名： | 赖显明 |
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| 作者单位： | 华南师范大学网络教育学院,广东,广州,510631 |
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| 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。
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| 关 键 词： | 差距分析模型 差距 学习支持服务 质量管理 |
The Quality Management of Learning Support Services Based on Service Quality Model |
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| LAI Xian-ming.The Quality Management of Learning Support Services Based on Service Quality Model[J].Journal of Guangdong Radio & Television University,2010,19(4):9-13. |
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| Authors: | LAI Xian-ming |
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| Institution: | LAI Xian-ming (South China Normal University, Guangzhou, Guangdong, China, 510631) |
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| Abstract: | 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. |
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| Keywords: | service quality model gap learning support services quality management |
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