| 非营利机构服务质量传递系统的过滤模型 |
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| 引用本文： | 郭国庆,孟捷.非营利机构服务质量传递系统的过滤模型[J].管理学报,2006,3(1):24-30. |
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| 作者姓名： | 郭国庆 孟捷 |
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| 作者单位： | 中国人民大学商学院 |
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| 摘 要： | 非营利机构所提供的产品基本都是无形的服务。而在服务质量传递系统中,有诸多因素影响着服务质量传递的效率,并最终使顾客感知服务质量的效果有所损失。通过引入简化模型和基本函数,建立和求解微分方程,构造出服务质量传递系统的动态模型,并对系统的传递过滤和感知过滤两种效应的效果进行了分析,为非营利机构及其他服务提供者准确衡量和把握顾客心理,实施服务补救,改善服务质量传递的效率和效果,提升非营利机构营销绩效奠定了理论基础。
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| 关 键 词： | 非营利机构 市场营销 服务质量 过滤模型 |
| 文章编号： | 1672-884X(2006)01-0024-07 |
| 修稿时间： | 2005年5月4日 |
Filtering Model of the Transmitting Service Quality System in Non-Profit Organizations |
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| Guo Guoqing,Meng Jie.Filtering Model of the Transmitting Service Quality System in Non-Profit Organizations[J].Chinese JOurnal of Management,2006,3(1):24-30. |
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| Authors: | Guo Guoqing Meng Jie |
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| Abstract: | The products provided by non-profit organizations(NOP) are intangible services basically.Many factors would affect the efficiency of transmitting service quality and customers could perceive the losses in transmitting service quality.After a simplified model and basic function were introduced,the dynamic model of transmitting service quality was built.The effects of transmitting and perceiving filters n the system were analyzed to remedy the imperfect services and improve the effect and efficiency of the transmitting service quality. |
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| Keywords: | non-profit organization(NPO) marketing service quality filtering model |
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