服务管理中的质量问题专题报告前言

2016 10th International Conference on the Quality of Information and Communications Technology (QUATIC) Pub Date : 2016-09-01 DOI:10.1109/QUATIC.2016.052

N. Kryvinska, M. Silva

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引用次数: 0

摘要

虽然服务质量的重要性已得到广泛认可，但其概念化和测量方法仍未得到充分研究。工作仅限于SERVQUAL的实现和在服务交互完成时向客户询问简单的问题。IT服务质量是一个复杂的多层面的结构，它取决于IT服务给IT服务提供者及其客户的业务带来的价值，然而，在大多数服务组织中，仍然没有对IT服务价值进行严格的度量。

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Foreword of the Thematic Track Quality Aspects in Service Management

While the importance of service quality has become widely recognized, its conceptualization and measurement remain understudied. Efforts have been limited to the implementation of SERVQUAL and asking simple questions from customers when service interactions are completed. IT service quality is a complex multi-faceted construct that depends on the value that the IT service brings to the business of both the IT service provider and its customers, yet rigorous measurement of IT service value is still not conducted in most service organizations.

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2016 10th International Conference on the Quality of Information and Communications Technology (QUATIC)

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