CAJ | 학술논문

服务质量是现代企业竞争的着力点,也是影响企业竞争优势的主要因素所在.要完善服务质量管理体系,不断提高服务质量,必须深刻把握和实际权衡顾客预期服务质量与实际服务质量的四个制衡点;通过提供人性化服务、实行服务承诺制、及时进行服务补救等情感投资来培育服务质量的竞争优势;通过完善服务质量的内部管理体系,即建立服务质量信息系统、提升内部服务质量、培养企业的团队精神,从而为企业在市场竞争中始终立于不败之地而蓄积竞争优势.
복무질량시현대기업경쟁적착력점,야시영향기업경쟁우세적주요인소소재.요완선복무질량관리체계,불단제고복무질량,필수심각파악화실제권형고객예기복무질량여실제복무질량적사개제형점;통과제공인성화복무、실행복무승낙제、급시진행복무보구등정감투자래배육복무질량적경쟁우세;통과완선복무질량적내부관리체계,즉건립복무질량신식계통、제승내부복무질량、배양기업적단대정신,종이위기업재시장경쟁중시종립우불패지지이축적경쟁우세.
Service quality is the key to modern enterprises＇ competition as well as dominant factor of getting competitive advantage. To improve service quality management framework and quality of services, we must grasp and balance the four checks and balance points between customer perspective service quality and actual service quality, foster competitive advantages by sentimental investment, such as human-oriented service, service promise, on-time service remedy, and solidify the advantage through inner management system of service quality, i.e. establishing information system concerned, enhancing inner quality in service, and fostering group spirit within enterprises.