A general model for service quality delivery systems with time delays

Li Xiong*, Changling Han, Xiongyi Li, Shan Xue, Jianhua Xu

*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceedingConference proceeding contributionpeer-review

Abstract

For service organizations, a good service quality delivery system can effectively improve the operational efficiency and lower the operational costs. The service remedy is a key component for the service quality delivery system, but it is always accompanied with information delays. In this paper, we proposed a general mathematical model of gDeSQD based on four hypotheses of the service quality delivery systems to analyze delays. We first discuss the impacts of delays on service remedies in service delivery systems. We then analyze the dynamic behavior in the service quality and the impacts of different parameters on the service delivery system. Finally, we provide an error estimation on the service quality in the service delivery system and the estimation indicates that our model has a good performance.

Original languageEnglish
Title of host publication2018 4th International Conference on Information Management, ICIM 2018
PublisherInstitute of Electrical and Electronics Engineers (IEEE)
Pages175-178
Number of pages4
ISBN (Electronic)9781538661475, 9781538661451
ISBN (Print)9781538661482
DOIs
Publication statusPublished - 21 Jun 2018
Externally publishedYes
Event4th International Conference on Information Management, ICIM 2018 - Oxford, United Kingdom
Duration: 25 May 201827 May 2018

Conference

Conference4th International Conference on Information Management, ICIM 2018
CountryUnited Kingdom
CityOxford
Period25/05/1827/05/18

Keywords

  • dynamic behavior
  • information service
  • service quality delivery system
  • service remedy
  • time delay

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