引言服务质量是衡量一个企业形象好坏的重要标准。对于金融业而言,尤其是保险行业,服务质量就更为重要。泰康人寿是1996年8月22日由中国人民银行总行批准成立的全国性的人寿保险股份有限公司。在以董事长陈东升为核心的专业化、国际化的管理团队领导下,为广大客户提供“从摇篮到天堂”的全方位、多领域的保险服务。自成立以来,已在全国设立了北京、上海、河南、山东、江苏等35家分公司,近350家中心支公司,拥有4 500家区、县、乡镇服务机构,形成了完整的服务网络。泰康人寿是国内资本市场最大的机构投资者之一,2012年综合 Introduction Quality of service is an important criterion for measuring a company’s image. For the financial industry, especially the insurance industry, the quality of service is even more important. Taikang Life Insurance is a national life insurance company established on the 22nd of August 1996 by the head office of the People’s Bank of China. Under the leadership of a professional and international management team with Chairman Chen Dongsheng as the core, we provide all-round and multi-domain insurance services for our customers from cradle to paradise. Since its inception, it has set up 35 branch offices in Beijing, Shanghai, Henan, Shandong and Jiangsu and nearly 350 central branch offices throughout the country, and has 4 500 service agencies in districts, counties and townships and formed a complete service network. Taikang Life Insurance is one of the largest institutional investors in domestic capital markets and integrated in 2012