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 language | English |
|---|---|
| Title of host publication | 2018 4th International Conference on Information Management, ICIM 2018 |
| Publisher | Institute of Electrical and Electronics Engineers (IEEE) |
| Pages | 175-178 |
| Number of pages | 4 |
| ISBN (Electronic) | 9781538661475, 9781538661451 |
| ISBN (Print) | 9781538661482 |
| DOIs | |
| Publication status | Published - 21 Jun 2018 |
| Externally published | Yes |
| Event | 4th International Conference on Information Management, ICIM 2018 - Oxford, United Kingdom Duration: 25 May 2018 → 27 May 2018 |
Conference
| Conference | 4th International Conference on Information Management, ICIM 2018 |
|---|---|
| Country/Territory | United Kingdom |
| City | Oxford |
| Period | 25/05/18 → 27/05/18 |
Keywords
- dynamic behavior
- information service
- service quality delivery system
- service remedy
- time delay