如何提高商业服务质量,是当前商业改革的一个重要课题。长春市从更新旧的商业服务观念入手,对商品经营质量、劳务服务质量、环境管理质量实行全面管理,探索出一条用科学管理服务、争取服务工作好转的新路子。这一改革,令人注目。 长期以来,人们认为商业服务就是一个态度问题。近几年,长春市没少费力气抓服务,但往往是“抓一气,好一阵”,反反复复,见效不大。一九八五年底,这个市组织商业服务质量调查发现,虽然服务事故多数表现在柜台上,但仔细分析,因为商品经营质量 How to improve the quality of business services is an important issue in current business reform. Changchun City started with the concept of renewing old business services, implemented comprehensive management of commodity management quality, labor service quality, and environmental management quality, and explored a new way to use scientific management services to fight for service improvement. This reform is remarkable. For a long time, people think that business services are a matter of attitude. In recent years, Changchun City has not made any effort to grasp services, but it is often “grasping and doing a good job”. At the end of 1985, the city organized a business service quality survey and found that although most of the service incidents were on the counter, they were carefully analyzed because of the quality of commodity management.