摘要
服务业是国民经济第一大产业,服务业高水平发展是我国经济的高质量发展的主要动力。服务业质量监测是推动服务业质量提升的重要推手,只有不断完善服务业监测体系,才能推动服务业高水平发展。文中介绍了目前最具代表性的三种服务质量监测理论及模型,分析了各自的优缺点,并就这些理论在物流业、家政业、旅游业以及金融业领域的探索创新与实践应用情况进行了归纳分析,最后有针对性地提出意见建议,以期为我国服务业质量监测研究提供理论基础与实践参考,促进服务业质量监测体系进一步完善,推动服务业质量上一新台阶。
The service industry is the largest industry in the national economy,and the high-level development of the service industry is the main driving force for the high-quality development of our economy.Service industry quality monitoring is an important driver to promote the quality of service industry.Only by constantly improving the service industry monitoring system,can we promote the high level development of the service industry.This article introduces the three most representative service quality monitoring theories and models,analyzes their advantages and disadvantages,and summarizes and analyzes the exploration,innovation and practical application of these theories in the fields of logistics,housekeeping,tourism,and finance After inductive analysis,it finally put forward specific suggestions in order to provide a theoretical basis and practical reference for China's service industry quality monitoring research,promoting the further improvement of the service industry quality monitoring system,and pushing the service industry quality to a new level.
作者
程晓明
翁斯柳
梁静
王彬彬
CHENG Xiao-Ming;WENG Si-Liu;LIANG Jing;WANG Bin-Bin(Fujian Institute of Standardization,Fuzhou 350013,Fujian,China;Fujian Standardization Institute Information Technology Co.,Ltd,Fuzhou 350013,Fujian,China)
出处
《质量技术监督研究》
2020年第1期8-14,共7页
Quality and Technical Supervision Research
关键词
服务质量
监测方法
评价模型
实践探索
Service quality
Monitoring method
Evaluation model
Practical exploration
