摘要
在论述商业银行的服务职能及其客观属性的基础上,探讨了服务职能认识上的误区;进而论述了服务理念的提升与界定,提出了服务理念体系与层次划分理论,认为商业银行应以服务为导向;最后提出了银行服务职能从理念到规范的路径选择:依托和深化CI战略,实施CS策略,创新客户经理制,推行ISO国际服务质量认证,打造精品网上银行服务体系,实行银行星级服务管理。
The paper discusses service function and objective attribute of commercial bank, probes into the misunder- standing of its service function, elaborates on how to define and improve service concept, and puts forward the Service Concept System and Hierarchical Division Philosophy, which means that it is necessary for commercial bank to be service-oriented. Finally, as far as the service function of commercial bank is concerned, the paper offers some proposals for selecting service concept and service norm such as relying on and deepening CI strategy, implementing CS tactic, innovating in customer-manager system, practising ISO international service quality authentication system, creating a competitive E-banking service system, and executing a STAR banking service management system.
出处
《天津商业大学学报》
2009年第3期3-7,共5页
Journal of Tianjin University of Commerce
基金
教育部人文社会科学项目(06JA790083)的阶段性成果
关键词
服务职能
服务理念
服务规范
ISO
服务质量认证
网银服务
service function
service concept
service norm
ISO
service quality authentication
E-banking service
