By Topic

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

Sign In

Cookies must be enabled to login.After enabling cookies , please use refresh or reload or ctrl+f5 on the browser for the login options.

Formats Non-Member Member
$33 $13
Learn how you can qualify for the best price for this item!
Become an IEEE Member or Subscribe to
IEEE Xplore for exclusive pricing!
close button

puzzle piece

IEEE membership options for an individual and IEEE Xplore subscriptions for an organization offer the most affordable access to essential journal articles, conference papers, standards, eBooks, and eLearning courses.

Learn more about:

IEEE membership

IEEE Xplore subscriptions

4 Author(s)
Yanfu Zhang ; School of Business Administration, North China Electric Power University, Beijing, 102206, China ; 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