Human Error and Customer Service Quality - Framework and Application
作者单位：State University of New York at Buffalo NYUSA
会议名称：《The6thPan-PacificConfere...》
会议日期：2001年
学科分类：12[管理学] 1201[管理学-管理科学与工程(可授管理学、工学学位)]
关 键 词：Human error Customer service Service quality
摘 要：正Due to the growing service-based economy and global competition, service quality is receiving more and more attention from today’ s management. Customer services, which are the service operations involving interactions with customers, play a crucial role in the quality of service. Because of the interactive nature, customer services are best investigated through the human errors involved. In the present study, a framework is proposed for the human error analysis in customer services towards service quality improvement and ergonomics intervention in particular. This proposed framework in fact consists of two schemes for error classification: Service Stage