基于ISO 9000和服务质量差距模型的我国企业服务质量管理研究

Research on National Service Quality Management Based on ISO 9000 and Service Quality Gap Model

本文首先论述了ISO9000和服务质量管理思想在我国服务质量管理应用中的优势和不足,然后,基于ISO9000和服务质量差距模型构建我国服务质量管理体系,并提出相应的提升我国服务质量管理的策略。

This paper first analyzes the advantages and disadvantages of the ISO 9000 quality management thought in service quality management of China,and based on establishing service management system with ISO 9000 and service quality gap model puts forward the strategy of enhancing national service quality management.