摘要
文章在对修船企业目前质量管理现状和服务品质现状简要分析的基础上,提出了改善企业服务品质的一些具体措施,包括倡导服务文化、建立完善的服务品质管理体系、加强接触点管理、注重口碑效应和及时补救过失等具体措施,意在改善修船企业的服务品质,提高修船企业的市场竞争优势。
On the ship repair enterprises, basis of the brief analysis of the quality management and the service quality for the present this paper puts forward some concrete measures to improve quality of the enterprise service, including advocating service culture, setting up a perfect quality management system, strengthening the point management, paying attention to the effect of public praise and timely remedy to some possible faults to improve the service quality of ship repairing enterprises and the market competitive advantage.
出处
《中国修船》
2014年第1期1-5,共5页
China Shiprepair
关键词
服务质量
接触点管理
口碑效应
service quality
contact point management
public praise effect
