随着电子商务行业的发展,近年来在线商家数量不断增长,在线商家服务领域不断拓宽,线上线下结合的商业形式成为主流。而在线评论成为沟通消费者和商家的重要桥梁。消费者通过在线评论直观地表达自己对产品或服务的观点和评价,使在线评论...随着电子商务行业的发展,近年来在线商家数量不断增长,在线商家服务领域不断拓宽,线上线下结合的商业形式成为主流。而在线评论成为沟通消费者和商家的重要桥梁。消费者通过在线评论直观地表达自己对产品或服务的观点和评价,使在线评论成为在线商家提升服务质量的重要依据。为提升在线商家服务质量,文章以消费者对餐饮业在线商家服务质量的在线评论为例进行挖掘分析,运用LDA(Latent Dirichlet Allocation)模型对在线评论数据进行处理,挖掘出消费者对在线商家服务质量的关注点,并利用服务质量差距模型(the Gap Model of Service Quality,又称PZB模型),从缩短"顾客期望与感知差距"的四个维度,提出了在线商家服务质量提升的建议。展开更多
The aim of this study is to combine the designed structure of ISO 9001:2000 QMS and the analysis flow of PZB Gap Model.Related requirements of ISO 9001:2000 QMS were'build-in'into the five gaps of the PZB Gap ...The aim of this study is to combine the designed structure of ISO 9001:2000 QMS and the analysis flow of PZB Gap Model.Related requirements of ISO 9001:2000 QMS were'build-in'into the five gaps of the PZB Gap Model,during 3 phases,for the achievement of service quality.In phase 1,to identify Gaps by using PZB Gap Model as an analysis tool;In phase 2,we fill Gaps by applying ISO 9001:2000 clauses requirements;In phase 3,action are taken to close or narrow Gaps by developing SOP which can be followed by employees in accordance with ISO requirements suggested in phase 2.The integrated model and 3-phase transformation could be utilized as an effective and efficient tool to achieve customer satisfaction objective.It can not only to help both the manufacturing and service industries to satisfy or exceed the ultimate customer needs,but also to improve the processes among enterprises' whole quality management system.To verify our suggested model, we helped a university's Extension Education Training Center in Taiwan to establish its ISO quality management system.A Quality Manual and some ISO procedures were assigned to improve related'Gap'which designed in accordance with our integrated model.From the help of such an ISO and PZB combined philosophy,not only its efficiency improved,the higher trainee satisfaction was also reached.展开更多
文摘随着电子商务行业的发展,近年来在线商家数量不断增长,在线商家服务领域不断拓宽,线上线下结合的商业形式成为主流。而在线评论成为沟通消费者和商家的重要桥梁。消费者通过在线评论直观地表达自己对产品或服务的观点和评价,使在线评论成为在线商家提升服务质量的重要依据。为提升在线商家服务质量,文章以消费者对餐饮业在线商家服务质量的在线评论为例进行挖掘分析,运用LDA(Latent Dirichlet Allocation)模型对在线评论数据进行处理,挖掘出消费者对在线商家服务质量的关注点,并利用服务质量差距模型(the Gap Model of Service Quality,又称PZB模型),从缩短"顾客期望与感知差距"的四个维度,提出了在线商家服务质量提升的建议。
文摘The aim of this study is to combine the designed structure of ISO 9001:2000 QMS and the analysis flow of PZB Gap Model.Related requirements of ISO 9001:2000 QMS were'build-in'into the five gaps of the PZB Gap Model,during 3 phases,for the achievement of service quality.In phase 1,to identify Gaps by using PZB Gap Model as an analysis tool;In phase 2,we fill Gaps by applying ISO 9001:2000 clauses requirements;In phase 3,action are taken to close or narrow Gaps by developing SOP which can be followed by employees in accordance with ISO requirements suggested in phase 2.The integrated model and 3-phase transformation could be utilized as an effective and efficient tool to achieve customer satisfaction objective.It can not only to help both the manufacturing and service industries to satisfy or exceed the ultimate customer needs,but also to improve the processes among enterprises' whole quality management system.To verify our suggested model, we helped a university's Extension Education Training Center in Taiwan to establish its ISO quality management system.A Quality Manual and some ISO procedures were assigned to improve related'Gap'which designed in accordance with our integrated model.From the help of such an ISO and PZB combined philosophy,not only its efficiency improved,the higher trainee satisfaction was also reached.
