A Research For B-To-B Service Quality Based On INDSERV And TRIZ

Quality of service is an important factor which will be considered by consumers when making purchasing decisions. And it is also the basis of enterprise surviving in market. Now, management consulting firms play an important role in improving enterprise management in the complex economic environment and competition. Management consulting industry has entered a rapid development period, and the service quality attracts more attention. However, management consulting industry is a typical of productive service industry(B-TO-B), but current research of service quality based on Consumer Services industry(B-TO-C) mostly. To enrich the relatively research of producer service industry, this study took management consulting industry as the research object and introduced INDSERV scale and TRIZ theory, then aimed to build a system involves quality evaluation, controlling, improving and provide reference for same companies to allocate resources efficiently and improve service quality.Firstly, based on literature analysis, this paper built a quality model based INDSERV scale and management consulting process.Secondly, this paper explored the relationships of service quality elements from the perspective of the process by structural equation model.Thirdly, in order to explore improving methods and solve conflicts, this paper introduced TRIZ contradiction matrix and developed a general program to improve the management consulting service quality.Finally, this paper confirms the feasibility of TRIZ by case analysis.The main outcome of this study is the formation of an integrated system of service quality evaluation, key element exploration and service improvement for producer service industry.