论服务性企业的内部信息流管理——从服务质量管理角度

The Internal Information Flowing Management Of Service Enterprises——From The Service Quality Management Perspective

不同类型的服务性企业,其产品的种类、顾客化程度、顾客参与性程度和劳动密集程度等特征各有不同,但由于服务产品的某些共同特性,形成了企业内部信息流管理的共同规律。也决定了服务性企业内部信息流管理的必然性和特殊性。企业的信息流管理是企业加强顾客和企业之间以及企业各部门之间沟通的重要基石。掌握信息流管理原理,应对顾客意见,保持信息的容易获得性、流转顺畅性、对改变的自适应性和信息反馈机制,对不断提高服务质量、提高顾客满意度至关重要。

Different service enterprise has its specific characteristics in term of product type, customized extent, customer participation extent and labor- intensive extent. Since the service products are sharing some basic characteristics, there are common principles on internal information flowing management to the service enterprises. And also it makes the internal information flowing management necessary and reflects its specific characteristics. The internal information flowing management is foundation for service enterprise to reinforce the communication between the customer and itself as well as its different departments. It is crucial to understand the theory of internal information flowing management, respond the feedback from customer, maintain the availability, fluency, self - adaptability of information as well as implement the information feedback system to improve the service quality and satisfaction continuously.