基于服务蓝图技术的供电服务质量外部评价  

External evaluation of electric power supply service quality based on service blueprint technology

作　　者：周文瑜[1] 刘琳[1] 陈海燕[1] 曾鸣[1] 张艳馥[1] 

机构地区：[1]华北电力大学工商管理学院,北京102206

出　　处：《电力需求侧管理》2009年第3期30-33,共4页Power Demand Side Management

摘　　要：对供电服务质量外部评价进行研究。在服务质量评价5个维度的基础上,结合供电企业特点,建立了供电服务质量评价的7个维度;基于此评价维度,确定了供电服务质量外部评价的主准则层指标;设计了各服务业务的服务蓝图,根据顾客服务接触点确定供电服务质量外部评价的分准则层指标;建立供电服务质量评价模型。This paper makes study on the external evaluation of electric power supply service quality. On the basis of the five dimensions of service quality evaluation, combined with the character of power supply enterprise, this paper builds seven dimensions of power supply service quality evaluation. And based on the seven dimensions, the external evaluation＇ s main layer indexes of power supply service quality are determined. Then the paper designs the service blueprint of each service, builds point layer indexes of the evaluation based on customer service contact point. Finally, the evaluation model of power supply enterprise service quality is established.

关 键 词：供电企业 服务蓝图 服务质量.外部评价体系 

分 类 号：F407.61[经济管理—产业经济]