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在邮政企业一提到如何提高服务质量,往往只是片面地追求服务结果质量,而对服务质量是如何被顾客感知的、怎样才能改进和提高等问题却很少关注,这就是为什么有时候邮政提供了服务但还是不能让顾客满意的根本原因。 顾客对服务质量的感知包括两部分:服务结果质量(顾客得到了什
When the postal enterprises mentioned how to improve the quality of service, they tend to pursue the one-sided service quality. However, the quality of service is perceived by customers and how to improve and improve it is seldom paid attention to. This is why sometimes postal service Service but still can not let the root cause of customer satisfaction. Customer perceived quality of service includes two parts: the quality of service results (customers get what