浅淡顾客满意与服务质量管理  

作　　者：阎实[1] 

机构地区：[1]齐齐哈尔大学经济管理学院,黑龙江齐齐哈尔161006

出　　处：《黑龙江对外经贸》2010年第11期119-120,共2页Heilongjiang Foreign Economic Relations and Trade

摘　　要：在服务经济时代,企业之间竞争的焦点之一是服务。服务质量的提高也就是顾客满意度的提高。基于顾客满意的服务质量管理已成为现代企业市场竞争的一个重要课题。在探讨了顾客满意与服务质量的内涵、关系及其差距分析模型的基础上,从牢固树立顾客满意度的经营理念,大力推行全面服务质量管理,分析原因、缩小差距,改善服务质量,加强和健全各项服务管理工作等方面提出了加强服务质量管理的方法和途径。In the time of serving economy, one of the focus of competition between enterprises is service. The improvement of service quality that is customer satisfaction improved. Based on customer satisfaction, service quality management has become an important topic in the modem enterprise market competition. After proposing the ways and means from establishing customer satisfied business ideas firmly, promoting total service quality management, analyzing the causes, narrowing the gap, improving the quality of service, strengthening and improving the management of the services to strengthen the quality of service management. To strengthen the service quality management, based on discussing the meaning, relationships and the gap analysis model of customer satisfaction and service quality.

关 键 词：顾客满意 服务质量 质量管理 

分 类 号：F063.2[经济管理—政治经济学]