我国服务部门标准发展的国际比较分析  

An International Comparative Analysis on the Development of Standards in China's Service Sector

作　　者：王世明[1] 

机构地区：[1]大连理工大学管理学院,辽宁大连116023

出　　处：《中国软科学》2009年第3期30-38,共9页China Soft Science

摘　　要：由于缺乏有效的服务规范,企业服务质量问题不断发生,亟需标准化管理来提高服务水平。在服务标准的相关研究基础上,借助中国标准服务网数据库,探索性地对中、美、德、英、法五国服务标准存量和分项进行了国际比较分析,结果表明在国际范围内服务标准的数量没有表现出较大幅度的增加;在质量、运输、公司组织和管理和服务子分类中倾向于提供标准化的服务。研究还发现,国内标准制定和执行与国外相比时间滞后,并且在教育、专利和知识产权等领域标准的制定存在空白。The service quality still has some problems continuously and the level of service development is also still low due to the lack of the effective service standard.Therefore,the service companies are in dire need of using the standardized management to improve their service level.The author makes a general quantitative analysis of the stock of service standards at China and international levels.It turns out that the number of service standards increases rather moderately in quantitative terms,and the service within subcategories of quality,transport,company organization,management and service largely need to be oriented towards the provision of standardized services towards the international levels.The formulation and implementation of standards exists time lag,and some types of service standard are blank including education,patent and intellectual,etc.

关 键 词：服务部门 服务标准 标准化 服务质量 

分 类 号：F719[经济管理—产业经济]