“买产品,也是在买服务”,这是购买者的共识。在厂商们纷纷向顾客表示自己的服务如何的周全、如何的有特色时,消费者谁不想通过厂商提供的服务免去种种后顾之忧。然而,服务并不是一项可以定性定量的工作,也没有标准可以参照,服务质量的好坏只能通过客户的认可来衡量。一直把服务看成企业生存与发展的生命线的HP公司,1997年全球的服务收入总额高达62亿美元, “Buy products, but also buy service”, which is the consensus of buyers. In the manufacturers who have expressed to customers how their services are comprehensive, how distinctive, consumers who do not want to provide all the services provided by manufacturers to eliminate all kinds of worries. However, the service is not a qualitative and quantitative work, there is no standard reference, the quality of service can only be measured by the customer’s approval. HP, which has always regarded service as the lifeline for the survival and development of enterprises, has a total service revenue of up to 6.2 billion U.S. dollars in 1997,