服务管理中服务理念的研究：现状与展望

摘  要
企业管理者和雇员的服务理念对于企业的绩效表现有着重要影响。为了保证服务线索和服务传递适应顾客的需要并适用于服务组织本身，组织必须关注于服务理念的设计和推行。本文对服务理念的重要性、服务理念在不同行业企业的表现等方面做了简要介绍，并阐述了影响服务理念的几个因素。最后提出了对服务管理中的服务理念的未来发展和研究做出了展望。
关键词：服务管理 服务理念 价值观 人本管理
 

ABSTRACT
Business manager and employee service concept for the enterprise performance is of important influence. In order to ensure service cues and service delivery to adapt to the needs of customers and applicable to the service organizations itself, the organization must pay attention to the service concept of the design and implementation of. In this paper, the importance of the service concept, service concept in different industries and enterprises of the performance and other aspects briefly, and describes the effect of the service concept of several factors. Finally, put forward to the service management of the service concept for the future development and research prospects.

Key words：Service Management; Service Concept; Personal Value; Humanistic Management

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