摘要
为了提高上海市服务企业的竞争力,管理人员必须充分重视质量管理,但最新的一项调研显示在具体实施质量管理的过程中高层管理人员直接参与质量工作的力度不够,员工关于服务质量和服务营销方面的知识和技能比较薄弱.服务企业经营目标尚未能从提高服务效率转向顾客满意.
In order to improve the competitive ability of service companies in Shanghai, managers in the companies must pay more respect to the quality management. A latest research indicates that the high - ranking supervisors in service companies seldom directly take part in the quality management. The employees are not enough trained in service quality and service marketing. The service companies have not really diverted operation objectives from raising service efficiency to customer satisfaction.
出处
《中国纺织大学学报》
CSCD
1999年第6期1-5,共5页
Journal of China Textile University
基金
国家自然科学基金项目
