| 模糊决策在服务质量评价中的应用 |
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| 引用本文： | 李彩娟,李春华,王丽君.模糊决策在服务质量评价中的应用[J].河北建筑工程学院学报,2003,21(2):55-56,59. |
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| 作者姓名： | 李彩娟 李春华 王丽君 |
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| 作者单位： | 1. 河北建筑工程学院
2. 张家口市产品质量监督检验所 |
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| 摘 要： | 在服务质量评价中引入模糊决策思想，并且采用两级因素模型，使评价更合理，应用结果基本反应实际情况．
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| 关 键 词： | 服务质量评价 模糊决策 服务期望质量 服务感知质量 数学模型 |
The Application of Fuzzy Decision-making in the Assessment Service Quality |
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| Li Caijuan,Li Chunhua,Wang Lijun.The Application of Fuzzy Decision-making in the Assessment Service Quality[J].Journal of Hebei Institute of Architectural Engineering,2003,21(2):55-56,59. |
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| Authors: | Li Caijuan Li Chunhua Wang Lijun |
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| Affiliation: | Li Caijuan Li Chunhua Wang Lijun
Hebei Institute of Architectural and Civil Engineering
Product-quality Supervising and Checking Institute of ZhangJiakou City |
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| Abstract: | The owner, according to the requirement of the customer, must adjust his management type and provide right product and service at any moment. Thus, the assessment of service quality looks to be especially important. In this paper, the application of two step elements type shows that it is able to be in operation. |
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| Keywords: | fuzzy decision-making service-expecting quality service-percepting quality |
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