摘要
文章介绍了流动服务及其特点,分析了流动服务管理中的问题:服务生产力不高;服务质量标准和规范不完善;对服务人员的监督考评困难;服务人员的服务胜任力不强。探讨了加强流动服务管理的对策:建立在线服务管理系统;加强对服务易逝性的管理;重视对顾客的管理;制定明确的服务质量标准。
This paper introduces the service on spot and its characteristics, and analyzes the problems in the management of services on spot, such as low service productivity, partial service quality standard, hard to supervise the servants, low capability of servants. It discusses the strategies of strengthening the services management on spot like establishing the system of online service, strengthening service management, emphasizing on management of customers and making out the specific service quality standard.
出处
《改革与战略》
北大核心
2010年第1期155-157,共3页
Reformation & Strategy
关键词
流动服务
服务生产力
胜任力
服务管理
service on spot
service productivity
capability
service management
