摘要
服务的特性决定服务性企业应创建服务文化。服务文化的基本内涵包括顾客导向、追求优质服务、以人为本、协作与团队精神以及服务创新。服务文化是竞争优势的一个来源,对企业的服务绩效也有影响。塑造和创建服务文化需要付出艰苦的努力,采取多方面的措施。这些措施涉及到组织再造、制度调整以及行为模式的转变等。
The characteristics of service determines that service firms should establish the services culture. The basic connotation of service culture includes customer - orientation, pursuing high - quality service, human - orientation team spirit and service innovation. Service culture is a source of gaining competitive advantages for enterprise performance demanding arduous efforts to design and establish organization reconstruction, regulation adjustment and behavior mode transformation.
出处
《商业研究》
北大核心
2006年第20期41-44,共4页
Commercial Research
关键词
服务文化
竞争优势
文化变革
service culture
competitive advantages
culture revolution
