摘要
服务是一种无形产品，它是服务提供过程的结果，服务过程的控制直接影响服务质量。文章介绍了有形产品的生产过程与服务提供过程之间存在的质的区别，简述了制订服务提供过程规范的必要性及其内容。
Service is an invisible product.It is the result of service offering process.The control of service process has directon influence on the service quality.This paper describes the qualitative difference between productive process of visible product and service offering process.The importance of formulating criterion of service offering process,its content,purpose and realization are also described briefly.
出处
《科技情报开发与经济》
1997年第4期43-43,46,共2页
Sci-Tech Information Development & Economy
关键词
服务提供过程
服务质量
运作要素
服务规范
service service quality service offering process working elements of service quality service criterion
