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Service quality management based on the gaps model theory for power supply enterprises

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4 Author(s)
Yanfu Zhang ; Sch. of Bus. Adm., North China Electr. Power Univ., Beijing ; Haiyan Chen ; Lin Liu ; Ming Zeng

Effective power supplying service management is an important prerequisite for power supply enterprises to win in competitive market. In this paper, we analysis the characteristics of power supply enterprises, follow the thought of "Identifying problems - Finding problems - Solving problems", that is identifying problems based on the theory of Gaps model, establishing a service quality evaluating system to find problems, and finally presenting some measures to solve problems. The total ideas in this paper have been used in Sichuan province in China to improve the quality of services with some reference value.

Published in:

Service Operations and Logistics, and Informatics, 2008. IEEE/SOLI 2008. IEEE International Conference on  (Volume:1 )

Date of Conference:

12-15 Oct. 2008