全面提高服务质量是我国服务性企业经营管理人员面临的一项重要任务。由于不同的服务人员为同一位顾客提供的服务不可能完全相同,同一位服务员也不可能为不同的顾客提供完全相同的服务,因此许多理论工作者和实际工作者非常强调标准化服务对服务性企业提高服务质量的重要作用。然而,这些同志却往往忽视了另一种提高服务质量的重要措施:定制化服务。 To improve service quality in an all-round way is an important task faced by managers and managers of service enterprises in China. Since the services provided by different service personnel for the same customer cannot be identical, the same service staff cannot provide the same service for different customers. Therefore, many theoretical workers and practical workers place great emphasis on standardization services for service enterprises. The important role of improving service quality. However, these comrades often overlook another important measure to improve service quality: customized services.