CAJ | 학술논문

服务作为一种产品，其最大特点是它的生产和交付同时发生，故服务性组织须在服务活动开始之前进行充分策划，强化服务质量的事前控制。对服务质量的事前控制应主要从服务性组织的人员管理、服务标准制定、服务流程设计以及顾客预期服务质量调控四个方面入手，才能保证顾客的满意及服务质量的持续改进。
복무작위일충산품，기최대특점시타적생산화교부동시발생，고복무성조직수재복무활동개시지전진행충분책화，강화복무질량적사전공제。대복무질량적사전공제응주요종복무성조직적인원관리、복무표준제정、복무류정설계이급고객예기복무질량조공사개방면입수，재능보증고객적만의급복무질량적지속개진。
As a kind of product, service has its most distinctive characteristic in that the production and delivery happen at the same time. Hence service organizations must make careful planning before the service in order to strengthen the prior control of service quality. And to control the service quality, the service organization must start from such aspects as the staff management, the service standard, the service process design and regulation of customers＇ expected service quality so as to guarantee customer satisfaction and continuous improvement.