创建服务文化增强竞争优势

服务的特性决定服务性企业应创建服务文化。服务文化的基本内涵包括顾客导向、追求优质服务、以人为本、协作与团队精神以及服务创新。服务文化是竞争优势的一个来源,对企业的服务绩效也有影响。塑造和创建服务文化需要付出艰苦的努力,采取多方面的措施。这些措施涉及到组织再造、制度调整以及行为模式的转变等。

Building Service Culture to Strengthen Competitive Advantages

The characteristics of service determines that service firms should establish the services culture.The basic connotation of service culture includes customer-orientation,pursuing high-quality service,human-orientation team spirit and service innovation.Service culture is a source of gaining competitive advantages for enterprise performance demanding arduous efforts to design and establish organization reconstruction,regulation adjustment and behavior mode transformation.