Using interpretive structural modeling to evaluate the service quality innovation: Example of the beauty Spa case study
| Autor: | shu-ling Lin, 林淑玲 |
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| Rok vydání: | 2011 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 99 From the rapid development of leisure and beauty industry trends, beauty SPA industry to attract customers and face the situation with the competition in his fast-changing environment of a surprise move, excellent service quality alone is not enough, because customer service for the industry's quality requirements have been increasing, so the industry should first understand the customer needs, and limited resources to the best ways to improve service quality, and innovation and service quality to meet customer needs. Therefore, in the industry, how to provide an innovative customer satisfaction service quality level, for managers, is an important issue. In this study, the use of interpretive structural modeling, to build a hierarchical model for an objective assessment for analysis. First of all references and beauty SPA through expert interviews, to construct a suitable criteria for assessing the quality of customer service, followed by the use of interpretive structural model for the industry overall service quality assessment. Finally, the assessment of development hierarchical model used in the service quality expectations of consumers on the innovative model of service quality levels, providing the industry for future innovative services in assessing and improving the quality of reference. Keyword：interpretive structural modeling；Innovation；Service quality |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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