期刊
JOURNAL OF PURCHASING AND SUPPLY MANAGEMENT
卷 15, 期 1, 页码 33-42出版社
ELSEVIER SCI LTD
DOI: 10.1016/j.pursup.2008.09.003
关键词
Public services; Supplier evaluation; Agent-based model; Value for customer; Customer satisfaction
类别
A methodology for evaluating the supplier's performance in a standardised public service is presented with a theoretical application to the water service It aims at supporting the managers in their efforts to improve the service provided. The basic concept is that the quality of service depends on the quality of the supplier's performances. It is then possible to determine such performances in terms of technical and functional quality as linked with customer satisfaction. It can be expressed in terms of the prevalent value model for the users and the quality of interaction between customer and supplier is a function of the quality of service provided (Q) An agent-based model can be defined for simulating the interaction among the actors. (C) 2008 Elsevier I,td. All rights reserved.
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