文档介绍：学校代码
学 号
很军大
硕 士 学 位 论 文
专业学位
呼叫中心服务质量评价研究 一一以 公司为例
系 信息科学与工程学 院
业 项 目管理
名 尤肃川
指 导 教 师 龚益鸣 副教授
刘晓 明 博士
完 成 日 期 年 月 日
目录
中文摘 要 ········································································································……
·······································, ································································… …
第 章 绪论 ···································································································……
研 究的背景 ··············································································· ……
研 究的 目的和意 义 ···········································································……
本文 的研 究方法介 绍 ··, ·······,, ·, ··,,, ···, ····, ·····, ··, ············,·····················……
第 章 理论基础 ··················································································· ……
服务 ·服 务质量 ····························、·····················, ···················· ……
服 务 ·························································································……
服务质 量 ···············································································一
质量 的概念 ········································································……
服务 质量 ············································································……
服务质量 的特 性 ································································……
呼叫中心 的服务质量 ·····································································……
呼叫中心服务质量 管理 ·································································……
同步监 听法