基于服务过程的服务质量提升研究

A Study on Improvement of Service Quality Based on Service Process

服务质量是整个服务业的生命线。服务具有无形性和生产消费的同时性等特征,这使得服务质量的管理不同于有形产品。服务过程的主要参与方是生产者、消费者,它们在参与服务过程中都有各自的需要诉求,并且这些需要也是相互影响的。服务过程自始至终就是满足各参与方的需要而进行的各种服务活动,这些服务活动不是孤立的,而是相互联系组成一个系统。应遵循系统要求,服务的生产消费才能符合各自的需要,服务质量才会提高。

Service quality is the life line of the whole service industry.Service has the features of intangibility and simultaneity of production and consumption,which makes the management of service quality different from that of visible products.The main participants of service process are producers and consumers.In the process of participating in the service they have their own needs,and these needs are mutual influence.From the beginning to the end,the service process is to make all kinds of service activities to meet the participants’needs.These service activities interrelated is composed of the system. We should follow the requirements of the system.If these inherent requirements are followed service can be made to conform to needs and service quality can be improved.