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大学服务管理:理念及构建

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摘要 服务管理理念在20世纪就已提出,但引入大学相对较晚,文章就国内外相关的大学服务管理研究进行简单回顾:大学的顾客具有多样性且身份具有多重性;服务质量是大学服务管理的核心。提出大学进行服务管理是制定服务战略、服务质量管理和服务创新等一些列活动的动态过程,并就如何进行服务管理进行了简单论述。
作者 耿乐乐
出处 《大学(研究)》 2016年第7期19-25,共7页 University(Academic)
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参考文献13

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