【作者】 许静；

【导师】 陈华洲；

【作者基本信息】 华中师范大学 ， 马克思主义理论与思想政治教育， 2007， 硕士

【摘要】 随着社会的不断发展，市场竞争的日趋激烈，服务战略已成为当下企业战略的首选，建设独创性的服务文化是各行各业不容回避的社会课题，也是现代企业面对入世挑战的最佳选择。本文通过对国内外一些知名企业成功事例的列举、分析，来进行企业服务文化的内涵和功能描述，从而深化对服务文化的认识；同时联系实践，找出我国企业服务文化建设中存在问题之共性，有的放矢，进行问题的成因分析，切实增强了企业服务文化建设的有效性；从理念、战略、策略等方面系统阐述了如何科学地建设服务文化体系；并从培训、考核、激励、监督四方面建立了完善机制，保证企业服务文化的有效实施。本文共分为四部分。第一部分导言，论述了本文的选题价值、服务文化的研究现状及文章写作思路，以此来阐明本课题研究的理论及实践意义；第一章讨论的是企业文化及服务文化的内涵，界定及厘清这些概念和范畴，有助于我们更明确、更清晰地理解企业服务文化的含义；第二章主要介绍了企业服务文化建设的发展情况，包括目前所取得的一些成绩、存在问题及问题成因分析。这是通过了解服务文化建设的特点和不足，以期有针对性地进行企业服务文化建设；第三章则是本文的核心，即根据前部分对服务文化建设中存在问题的诊断，有针对性地提出服务文化建设的实施战略及有效保障机制。全文从宏观上对企业服务文化体系进行研究分析，着眼于行为的可操作性及结果的有效性研究，从而建立起符合时代特色、指导企业发展的服务文化。以期能对当前企业发展有所帮助!更多还原

【Abstract】 Service strategy has now become the top priority of corporate strategies along with the continuation of social development and increasing intensity of market competition. It is an inevitable social topic for all walks of life to construct the innovative service culture, and this is the best choice for modern enterprises to face the challenge from entry to WTO as well. This article describes the connotations and functions of enterprise’s service culture and deepens the understanding about service culture through enumeration and analysis on cases of some well-known domestic and overseas enterprises. The common grounds of existing problems in construction of service culture in Chinese enterprises have been found out in association with the practice, and the root causes of the problems are analyzed on pertinently, thus increasing the effectiveness for construction of the service culture. The article explains how to establish a scientific service culture system in such aspects including philosophy, strategy, decision etc., and establishes the improvement mechanism in four aspects including training, assessment, excitation and supervision, in order to ensure effective implement of enterprise’s service culture.The article consists of four parts. Part one is introduction that discusses the value of the topic selection, current conditions of study on service culture, and the procedure of composition for this article, so as to reason the theory and practical significance of study. Chapter I discusses the connotations on corporate culture and service culture and defines and clarifies the concepts and categories, so as to help us understand the meaning of enterprise’s service culture more accurately and more clearly. Chapter II focuses on development of the construction of enterprise’s service culture, including current achievements, existing problems, and analysis on root causes to those problems. It expects to carry out the construction of service culture through understanding characteristics and shortcomings in this cause. Chapter III, the core of this article, proposes on clearly defined implementation strategy and effective assurance mechanism for construction of service culture according to diagnosis on existing problems in previous paragraphs.The article carries out study and analysis on enterprise’s service culture system in a macroscopic point of view and strengthens operability of behavior and efficacy of results so as to construct the service culture that meets characteristics of the times and instructs corporate development. The purpose is to facilitate today’s corporate development!更多还原