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| 鑫明公司提升服务质量的竞争力研究 摘 要 伴随着生活方式的不断变化和经济水平的快速提升，所有的市场竞争都在变得愈加激烈。顾客对于所接受服务的要求也变得越来越严格，即对于提供服务的多样性、有效性以及及时性都有着更高的要求。服务行业也经历了从之前传统的服务模式到如今的现代服务模式的转变，这种转变恰恰是适应如今时代发展的客观需要，是现在服务行业能够不断蓬勃发展的主要动力。服务在某种意义上算是餐饮服务企业的核心灵魂，在一定程度上贯穿了服务市场营销的整个过程，是市场营销中最为本质的要求，更加是实践行业中“两个之上”价值观的必然要求。所以提高对顾客服务的水平具有极为重大的意义，对于当下的餐饮服务行业来说刻不容缓。 本文以鑫明有限公司为研究对象，通过对公司业务现状的调查，剖析当前鑫明有限公司存在的问题，在对提升服务质量进行深刻思考的基础上，分析提升服务质量的举措给企业带来的机遇和挑战，针对存在的潜在问题提出对应的优化措施和应对策略。 关键词：市场竞争，服务质量，服务业，顾客资源 Abstract With the continuous change of lifestyle and the rapid improvement of economic level, all the market competition is becoming more and more fierce. Customers' requirements for the services they receive are becomingmore and more strict, that is,they have higher requirements for the diversity, effectiveness and timeliness of the services they provide. The service industry has also experienced the transformationfrom the traditional service mode to the modern service mode. This transformation is just to meet the objective needs of the development of the times, and is the main driving force for the continuous development of the service industry. In a sense, service is the core soul of catering service enterprises.To a certain extent, it runs through the whole process of service marketing.It is the most essential requirement in marketing and the inevitable requirement of practicing "two above" values in the industry. Therefore, it is of great significance to improve the level of customer service, which is urgent for the current catering service industry. This paper takes XinMing Co., Ltd.as the research object,through the investigation of the company's business status, analyzes the existing problems of XinMing Co., Ltd.on the basis of deep thinking on improving service quality,analyzes the opportunities and challenges brought by the measures to improve service quality, and puts forward corresponding optimization measures and coping strategies for the existing potential problems. Keywords: Market competition, service quality, service industry, customer resources 目 录 1 引言 1 1.1 研究背景 1 1.2 研究目的和意义 1 1.3 研究内容和研究方法 2 2 相关研究综述 3 2.1 服务质量的概念 3 2.2 服务质量的含义 3 2.3 服务质量概述 3 2.4 提升服务质量的相关研究 4 3 公司服务质量现状及分析 6 3.1 公司简介 6 3.2 公司服务质量现状分析 6 4 提升服务质量的方法及其对公司的影响 8 4.1 提升服务质量的基本原则 8 4.2 提升服务质量的方法 8 4.2 提升服务质量对公司的影响 10 5 总结与展望 11 参考文献 12 致 谢 13 |
