服务行业管理中的“心礼”素质

Of the Internal Etiquette Quality in the Service Sector Management

服务礼仪是显现从业人员的道德素质,塑造良好的服务形象的重要窗口。在服务行业管理中,要求从业人员行为有礼,必须要心中有礼;心"礼"通过行"礼",体现服务文明。本文从礼存于"心"、礼化为"心"、礼显于"心"等方面,分析了服务"心礼"的重要性及其实现途径。

Service Etiquette is an important performance of employees＇ ethnical qualities and positive service images. In the service sector management,polite behavior and etiquette in hearts of practitioners are required;performing the ＂etiquette＂ for the internal one embodies the services civilization.This paper analyses the importance and the implementation of Internal Etiquette in service from the respects of knowing,remembering and performing of the etiqutte separately.