所谓服务质量管理是指通过各种措施对企业服务行为进行策划、实施、控制以提高企业的服务质量、增加企业效益的过程,鉴于服务交易过程的顾客参与性和生产与消费的不可分离性,服务质量是在发生服务、生产和交易过程中的真实瞬间实现的,因此服务质量也就是顾客感知的质量。对服务企业,在面对面服务过程中,顾客不仅会关心他们所得到的服务,而且还关心他们是怎样 The so-called quality of service management refers to the process of planning, implementing and controlling the service activities of enterprises through various measures to improve the service quality of enterprises and increase the efficiency of enterprises. In view of the customer participation in service transaction and the inseparability of production and consumption, Quality of service is achieved in the real moment of service, production, and transaction, so quality of service is what customers perceive. For service businesses, in face-to-face service, customers not only care about the services they receive, but also how they are