摘要
服务产生和交付给顾客的过程是服务营销组合中的一个主要因素,服务业公司的顾客们所获得利益或满足,不仅来自服务本身,同时也来自服务的递送过程。把服务过程视作由服务组织、一线员工以及顾客构成的互动系统,是实施成功的服务过程生产率和质量管理与控制的关键。在过程实施角度,对服务接触的控制至关重要。本文探讨了服务接触过程冲突的可能起因,提出了相关的管理对策。
Service process for customers is a great factor in service and marketing. Customers get not only the ser-vice, but also the delivery process of service. The service organization, workers and customers have formed an interactivesystem, which is the key to enhance the productivity ratio and management quality. This paper discusses the possible fac-tors of conflicts in service, and puts forwards the management policy.
出处
《湖北广播电视大学学报》
2002年第1期65-68,共4页
Journal of Hubei Radio & Television University
