Abstract
The aim of this study is to argue that the method of agent-based modeling and simulation can be used to explore the relationship between enterprise service quality systems and transformation or upgrading of traditional industries. Enterprises in traditional industries should improve the quality of service for the transformation and upgrading of their own enterprises. The establishment, improvement and implementation of the service quality systems arevery effective ways to improve the quality of service. The culture and climate of the quality of service, which are the soul of the service quality system, determine the performance of service quality systems. The service quality systems can be evaluated and diagnosed by service quality climate survey. Customer service satisfaction survey can be used to measure the quality of service of an enterprise, because the ultimate effect of the quality of service is evaluated by customers. Compared to the conception of service quality management, the conception of transformation and upgrading of traditional industries is a more macro one. It is suggested that agent-based modeling and simulation can be used to explore the cross-scale relationship between enterprise service quality systems and industrial transformation or upgrading.
Highlights
Traditional industries generally refer to a range of industries retained through the rapid growth of the previous stage in the industrialization process
Most of them belong to the raw material industry in the secondary industry and the light processing industry in the processing industry on the statistical classification, including textiles, light industry and partly mechanical, chemical and building materials and so on
From the view of factors of production intensity, most of the leading products of traditional industries show that the state of oversupply and production capacity is idle
Summary
Traditional industries generally refer to a range of industries retained through the rapid growth of the previous stage in the industrialization process. Manufacturing industry is one of the most important industrial sectors in China. In the process of global value chains, China’s manufacturing industry cluster met a lot of practical problems. “Economic and Social Development The 12th Five-Year Plan” pointed out that we should optimize the structure, improve the variety and quality, enhance the industrial supporting capacity, eliminate backward production capacity, develop advanced equipment manufacturing industry, adjust and optimize the raw material industry, transform and elevate the consumer goods industry, and promote the manufacturing sector to grow stronger. Enterprises in traditional industries should improve the quality of service for the transformation and upgrading of their own enterprises. The establishment, improvement and implementation of the service quality systems (ISO9000, 2000; Ehlers, 2009) are very effective ways to improve the quality of service
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