【作者】 罗铌；

【导师】 薛晓东；

【作者基本信息】 电子科技大学 ， 工商管理， 2002， 硕士

【摘要】 本文根据现代营销学的观点，从服务营销管理的角度，对监理服务的构成要素、监理服务的特殊性以及监理服务质量进行了分析；围绕提高业主对监理服务质量的全面感知，结合工程建设监理工作程序，对监理服务生产过程中如何进行有效的服务管理进行了探讨与论述；并明确地提出：监理服务应具备业主导向的服务战略思想，监理服务的生产管理应围绕监理服务质量来开展，即通过提高服务生产过程中每一环节的技术质量、职能质量和加强有关管理、物质及系统等方面的支持，来实现监理服务质量的提高。此研究对提高我国监理服务的总体水平具有积极的意义，也为提高我国监理企业的服务管理拓展了新的思路。更多还原

【Abstract】 According to the theory of modern marketing, the paper analyses the elements, particularity and quality of supervision service from the angle of service management. Based on how to improving the employers’ all-round understanding for quality of supervision service and combined with the operating procedure of supervision, how to carry out effective service management during the course of supervision service is discussed. Thereof the clear viewpoint is put forward that the strategic thinking should be set up that supervision service is guided by employers and the service quality should be the center of supervision management, that means the quality of supervision service can be enhanced by improving technical quality and function quality and strengthening the support of management, material and system. The paper has positive influence on the enhancement of the management level of supervision service and enriches the ideas of improving the service management of<WP=7>supervision enterprises in China.更多还原