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银行业的本质属性是服务业,服务文化是商业银行企业文化的核心范畴,也是商业银行生存与发展的源动力。服务文化是人本文化,面对的是鲜活个体,必然随着服务对象的变化而变化。当前,传统观念思维、行为范式受到来自新兴社会潮流的冲击,特别是互联网深刻改变着人们的生活方式、行为方式和文化理念。如何主动适应客户变化,再造服务文化,已成为包括商业银行在内的传统服务业面临的共同课题。
The essential attribute of the banking industry is the service industry. The service culture is the core category of the commercial bank’s corporate culture and also the source of the commercial bank’s survival and development. Service culture is a humanistic culture. Faced with a living individual, it is bound to change as the service object changes. At present, the traditional concept of thinking, behavior paradigm by the impact of emerging social trends, especially the Internet profoundly changes people’s way of life, behavior and cultural ideas. How to take the initiative to adapt to the changes of customers and recreate the service culture has become a common issue for traditional service industries, including commercial banks.