抓住服务管理的“关键环节”

Seize the Key Link of the Service Management

本文分析了开展服务质量研究的必要性和重要性 ,探讨了服务管理的“关键时刻”———交互过程及交互质量 ,提出了改进交互质量的有效途径。

The paper analyses the necessity and importance of the carring out of service management, and it discusses the “keymoment” in the service management which is interaction process and interactive quality, it also suggests the valid ways to improve interactive quality.