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企业文化指企业全体员工的共同信念、行为准则和价值观念。对服务性企业来说,企业文化的核心应该是服务文化。换句话说,为企业内部员工和外部顾客提供优质服务,应该是全体员工最重要的信念、行为准则和价值观念。 与工业企业相比,服务性企业的质量管理工作更加重要。在服务人员和顾客高度接触的服务性企业里,顾客感觉中的服务质量不仅受服务结果的影响,而且受服务过程的影响。在工业企业里,生产人员只
Corporate culture refers to the common beliefs, codes of conduct, and values of all employees of the company. For service companies, the core of corporate culture should be service culture. In other words, providing quality services to internal employees and external customers should be the most important beliefs, codes of conduct, and values of all employees. Compared with industrial enterprises, the quality management of service companies is even more important. In a service company where service personnel and customers are highly exposed, the quality of service perceived by customers is not only affected by the service results but also by the service process. In industrial enterprises, production personnel only