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服务型中小企业是企业两种属性的重合,一方面以提供服务为主要业务内容;另一方面企业规模较小。随着市场经济的不断深化及互联网的发展,我国服务业规模不断扩大,同时党中央、国务院又高度重视中小企业发展,因此服务型中小企业的发展对国民经济意义重大。服务管理是服务型中小企业的生命支柱。服务管理以服务质量为核心,以顾客需求为中心,以顾客感知满意度为衡量标准。本文选择从服务型中小企业自身的服务管理作为切入点进行研究,以期提高中小企业自身的服务管理水平,对改善服务业本身的滞后性发挥作用。
Service-oriented SMEs are the coincidence of two attributes of an enterprise. On the one hand, service is the main business content; on the other hand, the scale of a company is relatively small. With the continuous deepening of the market economy and the development of the Internet, the scale of China’s service industry is constantly expanding. Meanwhile, the Central Party Committee and the State Council attach great importance to the development of SMEs. Therefore, the development of service-oriented SMEs is of great significance to the national economy. Service management is the lifeblood of service-oriented SMEs. Service management to service quality as the core, customer demand as the center, customer perceived satisfaction as a measure. This article selects service-oriented SMEs as their starting point for service management research, with a view to improving SME’s own service management level, to improve the lag of service industry itself play a role.