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据今年“两会”透露,年底前我国“入关”已成定局。但是我国服务行业的现状又如何呢?有关专家指出:“服务质量总体水平较低,主要表现在部分服务者质量意识、敬业精神、文化和技术素质不高,服务态度不好,服务质量不高,管理不严,纪律松弛,质量标准和管理制度不健全,职责不清,赏罚不明,服务质量波动较大。”而发达国家在服务领域却具有非常明显的优势。有关资料显示,1993年经合组织成员国的服务贸易总额占世界贸易总额的81％;按世界银行1998—1999年发展报告提供的资料,目前中国服务业占GDP的比重仅为32.9％,占劳动力的26.7％,不仅远远低于发达国家,而且比发展中国家的平均水平还要低。为此,中国第一个CS经营运作专家严世华教授专门写了这篇“备忘录”,并提出,我们必须抓紧苦练服务内功,发现不足尽快赶上。否则,将会在WTO后下一轮的“中外服务营销大战”中,无从应战。
According to this year’s “two sessions”, China’s entry into the country by the end of the year is a foregone conclusion. However, what is the status quo of the service industry in our country? The experts pointed out: “The overall level of service quality is relatively low, mainly manifested in that some service providers are not aware of quality, professionalism, low cultural and technical qualities, poor service attitude and poor service quality , Lax management, loose discipline, quality standards and management system is not perfect, unclear responsibilities, rewards and punishments is unclear, the quality of service fluctuations. ”The developed countries in the service area has a very obvious advantage. According to the statistics, the total volume of service trade in the member countries of OECD in 1993 accounted for 81% of the total world trade. According to the information provided by the World Bank in its 1998-1999 development report, China’s service industry now accounts for only 32.9% of GDP, accounting for 26.7% of the labor force is not only far below that of developed countries, but also lower than the average level of developing countries. To this end, China’s first CS operation expert Professor Yan Shihua specifically wrote this “memo” and put forward that we must pay close attention to hard work and found that insufficient catch up as soon as possible. Otherwise, there will be no response to the next round of “Chinese and foreign service marketing wars” after WTO.