【作者】 张弛；

【导师】 马超群；

【作者基本信息】 湖南大学 ， 工商管理， 2004， 硕士

【摘要】 当今中国已逐步进入服务经济时代，服务因素越来越成为了企业与企业之间竞争的焦点。本文作者在湖南斯伦贝谢通信设备有限公司(Hunan Schlumberger Telecommunication Equipment Co.,Ltd，缩写为HSTE公司)从事服务管理工作多年，深刻认识到服务管理工作在公司发展中的重要性，正是由于湖南斯伦贝谢公司忽视了服务管理，没有为客户提供优质的服务，结果导致了大量客户的流失，令企业经营陷入目前的困境。因此，本文作者对当前世界先进的服务管理经验和理论进行了深入研究，并将理论与实际联系，把这些先进的服务管理方法实际运用来解决湖南斯伦贝谢公司当前服务管理中存在的一系列问题。 本文的研究基础是服务管理中的两个重要理论：服务利润链和关系管理链理论，并在研究手段上将问卷调查和实地调研相结合，从企业内部服务管理状况和企业外部客户服务质量状况两个角度来调查和诊断湖南斯伦贝谢公司目前服务管理中存在的问题。在研究的过程中，本文作者设计了三套完整、科学的调查问卷，并提出了一整套操作性极强的企业客户感知服务质量问题诊断方法，这些也都可以被其它企业借鉴用于对本企业服务管理问题的诊断分析。 最后，本文作者在对湖南斯伦贝谢公司服务管理中存在的具体问题分析诊断的基础上，从企业战略、组织结构、服务质量管理、内部营销及服务创新几个方面对公司的整个服务管理体系进行了全面研究并提出了一整套相应的管理策略，用于改善公司目前的服务管理，提高企业整体的客户感知服务质量水平。并在此基础上进一步归纳总结，提出了一系列具有普遍意义的加强我国企业服务管理水平的原则性建议。更多还原

【Abstract】 Nowadays china is gradually entering the service economy era. Service factor more and more becomes the focus of competition among business enterprise. The author has ever worked in the service management department in Hunan Schlumberger Telecommunication Equipment Co., Ltd (abbr. HSTE company) for many years and deep known the importance of service management in developing the company. Just because the HSTE company neglected the service management and provided the awful service for customer, the HSTE company lost a lots of customer and got into the predicament of the current management. So the author thorough studies current advanced service management experience and theories, and combine theory with practice, and make use of these advanced service management method to solve current a series of problem of service management in HSTE company.The research foundation of the thesis is two important theories in service management: Service profits chain theory and relation management chain theory. And the research means of the thesis is the combination of investigation by sending round the questionnaire and research on the spot. Through investigating the inner status of service management in enterprise and outer condition of service quality in enterprise, the author analyzes and diagnoses the current problem of service management in HSTE company. In the process of researching, the author designs three complete and scientific questionnaires and brings up a operable way to diagnose service quality apperceived by customer. These can also be used to analyze and diagnose the service management problem by other business enterprise.Finally, basing on the concrete problem of service management in HSTE company, the author studies the whole service management system of HSTE company including company stratagem, business structure, service quality management, inner marketing management and service innovation, and brings up relevant management strategy to improve the service management of HSTE company and increase the level of service quality apperceived by customer. And though summarizing the whole thesis, the author brings up a series of applicability principle to enhance the service management level of enterprise in china.更多还原