【摘要】 文章首先采用服务蓝图技术,通过自上而下的方式,对在线教育服务过程进行梳理,逐一描绘服务体系中的服务过程、服务与顾客的接触环节以及顾客可见的服务要素。随后,文章研究了国内外相关的远程教育、网络教育和在线教育的质量模型,制定通用关键词,通过自下而上的方式,利用网络爬虫技术对在线教育服务中顾客关注度高的问题进行分析。最后,关注问题与服务蓝图相匹配的地方,列为重点影响顾客感受的质量关键点,将其作为备选的在线教育服务质量评价指标,构建了文章中所展示的在线教育服务质量模型。更多还原

【Abstract】 This paper uses service blueprint technology to sort out online education service process, describes service process in the service system, contact interface between service and customers, and service elements visible to customers. The paper also investigates the quality models of international and domestic distance education and online education. In addition, the paper adoptes the web crawler technology to analyze the points that are highly concerned by customers and in online education websites. The points matched with blueprint are taken into account as the quality key points affecting customers’ feelings, then as the alternative indexes in online education service quality model.更多还原