Open AccessJournal Article
Telecommunication Service Process Capability Index
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TLDR
The TSCP model is established to deal with the data of the contact points capability based on the grey system theory to improve quality of telecommunication service and to enhance customer satisfaction and loyalty.Abstract:
In order to analyze the process capability of telecommunication services,to improve quality of telecommunication service and to enhance customer satisfaction and loyalty,the concept of telecommunication service process capability index(TSCP) is defined.First,the service blueprint technology is used to describe the existing telecommunications services process and to locate and identify the contact points of services process.Second,the capability of the service contact points is acquired by comprehensive analysis.At last the TSCP model is established to deal with the data of the contact points capability based on the grey system theory.read more
Citations
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Journal ArticleDOI
A measurement model for service capability from the customer perspective
TL;DR: A model to construct three quantitative indices for service capabilities from the customer perspective by incorporating Taguchi’s quadratic loss function, zone of tolerance, and three-factor theory is developed.
Proceedings ArticleDOI
A Study on the Supply Chain's Service Process Capability Index Based on Service Blueprinting
Liu Wei-hua,Zhang Wei +1 more
TL;DR: The paper used service blueprinting method to determine service connection point, then drew the host-guest relation graph of internal service quality evaluation, established the weight matrix which evaluated subjects and objects in order to generate internal SPCI and considered customer satisfaction’ s impacts on measuring enterprise service quality.