摘要
建立了供电企业服务补救质量指标体系,并利用改进的模糊层次法确定指标权重。在将客户感知的补救质量进行量化的同时,兼顾了思维的不确定性。根据电力客户的特性,将电力客户分为工业客户、居民客户和其他客户进行实证分析。根据结果提出供电企业可将服务补救对象分为居民和非居民2类分别实施服务补救。
The index system for service recovery quality of power supply enterprises was established, and the weight of each index was determined with the improved fuzzy AHP method. Thus the uncertainty of thinking was taken into consideration while the service recovery quality perceived by customers was quantified. The power consumers were classified into three categories for empirical analysis depending on their characteristics, which were the industrial users, the residential users and other users. Based on the results, we suggest that power supply companies divide the service recovery clients into the resident group and the non-resident group for respective service recovery.
出处
《电力技术经济》
2007年第5期65-68,共4页
Electric Power Technologic Economics
关键词
客户服务
服务补救
改进的模糊层次分析法
综合评价
补救策略
customer service
service recovery
improved fuzzy AHP method
comprehensive evaluation
recovery strategy
作者简介
唐健（1978-），女，江苏扬州人，在读研究生，研究方向为电力市场理论及应用。E-mail：mstangjian@163．com
