This model consists of seven essential factors : corporation image , customer expectations , perceived quality , perceived value , customer satisfaction , customer complaints and customer loyalty . we also design the specific indices for these seven factors based on our initial investigation in this part 该模型具体包括顾客期望、企业形象、顾客感知、顾客价值、顾客满意、顾客忠诚和顾客抱怨七个主要因素，同时构建了每个因素所观测的具体指标。
It is particularly important to identify which support functions participate in a process and to make sure that they are involved in its continuous improvement . a company might have a customer service department which handles customer complaints . but the sales department might also play a role in seeing that complaints are resolved 答案是：每一位流程中的人，重要的是找出参予流程中支援的部门，确定他们与持续改善过程相关，医院可以成立顾客服务部门，来掌握顾客抱怨，但销售部门也可扮演找出解决抱怨问题的角色，顾客服务部门应该了解自己的角色以及销售部门的角色。
