论文部分内容阅读
在服务质量就是生命线的酒店行业中,承诺制服务更加值得推崇。实现承诺制服务,在竞争日益激烈的今天,对于许多行业来说,已经屡见不鲜。我国最早实行社会服务承诺制的是烟台市。1994年6月,为了适应社会主义市场经济发展的新形势,提高政府服务质量和服务水平,烟台市政府决定借鉴国外经验,率先进行社会服务承诺制的尝试。许多政府部门,如供水、供热、公共交通等,均通过新闻媒体向社会公布了各自的服务承诺,如服务态度、服务效率、违诺赔偿等等,这一举措取得了明显成效。一种对社会公众的承诺性服务,自此在烟台萌芽并迅速普及。随后,承诺制在各个行业得到
Service quality is the lifeline of the hotel industry, the commitment to service is more worthy of praise. The promise of service, in an increasingly competitive today, for many industries, has been uncommon. The earliest implementation of social service commitment system in our country is Yantai. In June 1994, in order to adapt to the new situation of socialist market economy development and improve the service quality and service level of the government, the Yantai Municipal Government decided to learn from foreign experience and take the lead in trying out the social service commitment system. Many government departments, such as water supply, heat supply and public transport, have announced their respective service commitments to the public through the news media, such as service attitude, service efficiency, compensation for breach of contract and so on. This move has achieved remarkable results. A commitment to the public service, since the sprout in Yantai and rapid spread. Subsequently, the commitment system in various industries get