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您在商场常可见到这样的话“顾客第一”、“顾客永远是对的”、“顾客就是上帝”。但到目前为止,服务业就服务质量而作出的努力主要是口惠而实不至。服务质量难以提高的一个重要原因在于服务这种产品的转瞬即逝性。服务在提供之前,人们是无法用传统的制造业工具来进行衡量或检查。但服务质量的高低,与存在于服务人员头脑中的服务观念有很密切的联系。因为人的行为时刻受自己思想观念所支配,可以这样认为,服务人员思想中的服务观念正确与否、强弱与否、直接制约着服务质量的高低。因此,在服务业确立有效的服务观,显得尤其重要。
You can often see such words as “customer first”, “customer is always right”, and “customer is God”. But so far, the efforts of the service industry in terms of service quality have been mainly oral and practical. One important reason why service quality is difficult to improve is the fleeting nature of serving such products. Before the service was provided, people could not measure or inspect it using traditional manufacturing tools. However, the level of service quality is closely related to the concept of service that exists in the minds of service personnel. Because people’s behavior is always dominated by their own ideas, it can be said that whether the service concept is correct or not, whether it is strong or weak, directly restricts the level of service quality. Therefore, establishing an effective service concept in the service industry is particularly important.