| 改善服务品质 提高修船企业市场竞争优势 |
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| 引用本文： | 吴晓春.改善服务品质 提高修船企业市场竞争优势[J].中国修船,2014(1):1-5. |
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| 作者姓名： | 吴晓春 |
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| 作者单位： | 山海关船舶重工有限责任公司,河北秦皇岛066206 |
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| 摘 要： | 文章在对修船企业目前质量管理现状和服务品质现状简要分析的基础上,提出了改善企业服务品质的一些具体措施,包括倡导服务文化、建立完善的服务品质管理体系、加强接触点管理、注重口碑效应和及时补救过失等具体措施,意在改善修船企业的服务品质,提高修船企业的市场竞争优势。
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| 关 键 词： | 服务质量 接触点管理 口碑效应 |
Raising the market competitive advantage of ship-repairing enterprises by improving service quality |
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| Abstract: | On the ship repair enterprises, basis of the brief analysis of the quality management and the service quality for the present this paper puts forward some concrete measures to improve quality of the enterprise service, including advocating service culture, setting up a perfect quality management system, strengthening the point management, paying attention to the effect of public praise and timely remedy to some possible faults to improve the service quality of ship repairing enterprises and the market competitive advantage. |
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| Keywords: | service quality contact point management public praise effect |
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