服务营销有四大“经典差距”:知识差距、标准差距、传递差距和沟通差距。理解起来其实很简单,服务是一种无形的商品,它必须由人来提供,由于是一种不可标准化的商品,最后由人提供的服务与顾客期望的服务之间必然就有差距,有差距就要弥补,弥补的过程就是营销。如果将顾客期望服务与员工最终提供的服务差距加以细分,从理念识别到确认再到实践,就应是 There are four major service marketing “classic gap ”: knowledge gap, standard gap, transmission gap and communication gap. Understand it is actually very simple, service is an invisible product, it must be provided by the people, because it is an unstandardized product, the last service provided by the people and the service the customer is bound to have gaps and gaps It is necessary to make up, make up the process of marketing. If the customer expectations of services and staff to provide the final service gap to be subdivided, from ideological identification to confirmation and then to practice, it should be