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服务质量管理英文文献和翻译

更新时间:2011-10-17:  来源:毕业论文

服务质量管理英文文献和翻译
With researching of the service, it was recognized that the quality of service and  its importance. Good service can improve customer satisfaction, make customer be loyal to the enterprise and propagandize the positive of enterprise. Service quality is special, and it is different with the quality of products, don’t simply copy management methods of product quality. It’s very important aspect of market research that how manage the quality of service.
一、the definition of quality of service毕业论文http://www.lwfree.cn
(一)The concept of quality of servic
Quality of service is required or services meet the potential demand for features and characteristics combined. Similar features are used to distinguish between the different services specifications, grades, grade concept, as is transport services, but there are aviation, shipping, road transport, rail transport points. Identity is used to distinguish between different types of products or services concepts such as: tourism and enhance people's disposition, and the characteristics of people pleasure; hotels have provided rest, a place to sleep characteristics. The demands on the quality of services, including general security service, effectiveness and economy.
In view of the customer service transactions involved in the process of production and consumption and the inseparability, the quality of service must be authorized by the customer, and was recognized by customers.
1The connotation of quality of service
Quality of services and content include the following:
(1)Perception is customer service quality targets;
(2)The quality of services have both an objective method of measuring its provisions and to be more places in accordance with the subjective understanding of its customers to measure and test;
(3)Service quality services in the course of production and trade;
(4)Service quality in the service business and customer transactions to achieve true moment;
(5)The improvement of the quality of services serving the needs of enterprises to create an effective internal management and support systems.
2service quality and the distinction between tangible product quality
Quality of service with tangible products in the implications of the quality are very different from the distinction between the two lies:
(1)Quality of service quality than tangible products are more difficult to evaluate by consumers;
(2)Customer service quality depends on their understanding of the expectations and the actual level of service felt the contrast;2089

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