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一、服务是产品已成为当今世界经贸发展之必然,以接待服务为主的旅游服务在世界服务业中占有重要地位 旅游服务标准化问题其实质是国际质量管理标准化的一个重要组成部分。中国要进入国际服务贸易市场,其关键就是产品、技术、服务、知识产权等方面的标准与国际标准取得一致。国际质量管理标准化就是ISO9000,简称ISO9000族标。与之相对应的是我国GB/T19000族标。其中ISO9000是指导性标准,是标准的标准,称为母标准。ISO9001—ISO9003是规范性标准。而ISO9004是基础性标准,是指企业为满足外部质量要求而建立的内部质量体系,其中ISO9004—2是专对服务业建立的质量标准。 服务,在我国的经济理论和实践中,有“无形产品”、“具有产品属性”或用打引号的“产品”等种种表述。在ISO的定义中,产品的概念包括硬件、软件、流程性材料和服务四项,即服务就是产品,或者为产品的必要组成部分。 在当今世界经贸活动中,既有只提供单一性质的服务,也有产品制造的供应产品双重性质的综合体。随着现代科学技术的发展和先进设备设施的不断涌现,在大多数经贸行为中的产品与服务互为渗透,互相支持,融合成一个不可分割的整体。如旅游商品的销售,商品绝对不能因自己不是产品生产企业而不顾产品质量即只谈服务质量。1995年10?
First, the service is the product has become the inevitable economic and trade development in the world today, the main service to the reception of tourism services in the world service industry occupies an important position in the standardization of travel services in essence is the standardization of international quality management is an important part. The key to China’s entry into the international trade in services market is that its standards in products, technologies, services and intellectual property have been in line with international standards. International quality management standardization is ISO9000, referred to as ISO9000 family standard. Corresponding to our country GB / T19000 family standard. ISO9000 which is the guiding standard, is the standard standard, known as the parent standard. ISO9001-ISO9003 is a normative standard. The ISO9004 is the basic standard, refers to the enterprise to meet the external quality requirements and the establishment of an internal quality system, ISO9002 which is designed to service industry-specific quality standards. Service in our country’s economic theory and practice, there are “intangible products”, “with product attributes” or use the quotation marks “Products” and other expressions. In the ISO definition, the product concept includes hardware, software, process materials and services four, that service is the product, or an integral part of the product. In today’s world economic and trade activities, there are not only those that provide only a single service, but also the dual nature of product-made products. With the development of modern science and technology and the continuous emergence of advanced equipment and facilities, the products and services in most economic and trade activities are mutually permeated and mutually supportive and integrate into an indivisible whole. Such as the sale of travel goods, the product must not because they are not product manufacturers and regardless of product quality that only talk about service quality. 1995 10?