服务文化理论与实践

The Theory and Practice of Service Culture

服务文化是以服务价值观为核心，以赢得顾客满意为目标，以形成共同的价值认知和行为规范为内容的文化；服务文化具有创新性、经营性、协调性、情感性、效益性、特色性和社会性等鲜明特征；构建服务文化是一项紧迫的战略任务，它需要遵循规律，突出特色，完善文化网络，强化服务意识，确立先进的服务理念，努力演好服务角色；实现传统服务向现代服务、单一服务向“大服务”的跨越。

The service culture is the culture which regards service values as the nucleus, the same value cognition and behavior standard as the content. The service culture has such prominent characteristics as innovation, management, coordination, emotion, benefit, unique feature and social characters. The construction of service culture is an urgent strategic task. It need obey the law, stress the unique feature, perfect the culture network, strengthen the service idea, set up the advanced service idea, make great effort to act well the role of service, realize the transfer from traditional service to modem service, single service to 'great service'.