服务的特征与服务质量管理  

Characteristics of Services and Service Quality Management

作　　者：黎开莉[1] 

机构地区：[1]贵州财经学院贸易经济系,贵州贵阳550004

出　　处：《贵州财经学院学报》2005年第2期52-54,共3页Journal of Guizhou College of Finance and Economics

摘　　要：服务在社会经济中的作用与重要性与日俱增,服务质量已引起人们的广泛关注。由于服务产品具有与实体产品不同的特性,产生于制造业的传统的质量管理理论与方法在服务质量管理中的应用受到限制。根据服务的特征,改善服务质量,可从七个方面入手:重视服务产品的有形展示;适度的员工授权;重视了解顾客需求;加强服务的规范化;重视对服务人员的培训;在整个组织内倡导质量观念;将内部营销纳入到质量管理的范畴。With increasing role and importance of services in the society and economy, service quality has attracted popular attention. As service products possess characteristics different from those of tangible products, the application of traditional quality management theories and methods, which has been born in manufacturing, is limited. According the characteristics of services, service quality can be improved from seven aspects: stressing the tangible demonstration of service products, appropriate employee delegation, emphasizing awareness of client demand, strengthening standardization of services, increasing the stability of service quality, underscoring staff training, and improving personnel quality.

关 键 词：服务质量管理 服务产品 内部营销 顾客需求 员工 制造业 质量观念 特征 适度 重要性 

分 类 号：F719[经济管理—产业经济] F270