服务品质的真谛

The true meaning of service quality

唯有忠诚的顾客，才能创造更多的利润；唯有满意的员工，企业才能期待他们对顾客做出超值的服务．本文通过对服务品质的深层次剖析，来阐明服务品质就是“顾客满意”的真正意义，并进一步论述企业应从做好内部服务品质入手，创造满意的员工，从而保证最佳的外部服务品质．

More profits depend on the faithful customers and better service can only be expected from the satisfied employees.This paper shows that service quality is “the satisfaction of customers” through analyzing the meaning of service quality,and demonstrates that in order to provide the best outside service,enterprises must have good inside service quality.