| 基于SE系数的服务业经济质量屋的改进及应用 |
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| 引用本文： | 王砚羽,张卓,杨睿.基于SE系数的服务业经济质量屋的改进及应用[J].科研管理,2012,33(4):48-54,79. |
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| 作者姓名： | 王砚羽 张卓 杨睿 |
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| 作者单位： | 南京航空航天大学经济与管理学院, 江苏 南京 211106 |
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| 基金项目： | 国家自然科学基金:基于流程管理的汽车售后服务质量动态测评及优化研究 |
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| 摘 要： | 质量屋在服务质量改进中更具有适用性和可行性。分析了国内外学者对质量屋改进研究的现状和当前质量屋在应用中存在的缺陷,以质量屋原理的运行本质为出发点,综合服务业以顾客需求为导向的特点和企业价值最大化的经济性要求,确定了服务业质量屋改进的重点是屋体相关系数矩阵和扩展三维经济性维度。提出了基于结构方程系数的服务业经济质量屋,其中屋体相关矩阵采用结构方程建模,避免了对专家经验的过度依赖和部分调研信息的浪费;将经济性引入质量屋,扩展二维平面结构为三维立体结构,全面考虑了公司价值最大化和整体化。最后梳理了完整的服务业经济质量屋的建模步骤,并通过案例验证了其可行性。
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| 关 键 词： | 结构方程系数 经济质量屋 服务质量 |
| 收稿时间： | 2010-09-27 |
Improvement of the economic house of quality in service industry based on SE coefficient and its applications |
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| Wang Yanyu,Zhang Zhuo,Yang Rui.Improvement of the economic house of quality in service industry based on SE coefficient and its applications[J].Science Research Management,2012,33(4):48-54,79. |
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| Authors: | Wang Yanyu Zhang Zhuo Yang Rui |
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| Institution: | College of Economics and Management, Nanjing University of Aeronauticsand Astronautics, Nanjing 211106, China |
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| Abstract: | House of Quality(HOQ) behaves well-adapted and more feasible in the improvement of service quality.First,the main research works in the improvement on HOQ and its limitation in applications are illustrited.Then customer requirements and the demand of corporation value maximization are taken into considerration,the HOQ is improved in two aspects,that is,the main bodies are relevant matrix and the expantion of economy dimension.Therefore,an improved HOQ based on the structure equation coefficients is proposed.The relevant matrix is built by structure equation in order to avoid over-depending on experts’ experience and waste the survey information.Besides,in order to meet the demand of corporation value maximization,an economy dimension is introduced by extending the HOQ’s structure from two-dimension to three-dimension.Finally,the full HOQ modeling process is presented and its feasibility is provided through a practical case. |
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| Keywords: | structure equation coefficient economics house of quality service quality |
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