浅谈服务绩效评价体系的构建

Preliminary Discussions on Construction of Service Performance Evaluation System

服务企业对员工的绩效评价是服务营销管理的一个重要环节。服务绩效评价对引导和改进服务人员的工作,提高服务质量,促进服务企业发展有着重要作用。要提高服务绩效评价的有效性,就需要构建一套服务绩效评价体系。服务绩效评价体系应该包括评估目的、评估内容、评估方法、评定人、评估时间等五大要素。

The performance evaluation on employee of service enterprise is an important section of service marketing management. Service performance evaluation plays vital roles on improving work of service staff, service quality, and development of service enterprise. Hence, we should construct a set of evaluation system to enhance service performance evaluation, and the factors of service performance evaluation system should contain evaluation aim, content, method, personnel, and time.