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职能部室作为企业的价值支持部门,通过为上层领导和价值链中的其他部门提供服务,为企业间接创造价值。通过理论与实践相结合的方式,将服务质量运用于职能部室为企业提供的服务中,基于SERVQUAL模型,对A集团公司中需要得到职能部室服务的相关人员对职能部室服务质量的感知和期望进行测量,找到其间存在的差距,进而分析产生差距的原因,提出相应的改进建议。
As a corporate value proposition, the function room serves as an indirect contribution to the enterprise by serving top management and other sectors of the value chain. Through the combination of theory and practice, the quality of service is applied to the services provided by functional departments and offices for enterprises. Based on the SERVQUAL model, the perception and expectation of the service quality of functional departments and offices by the relevant personnel in group A that need to be served by functional departments and offices Measurement, to find the gap between the time, and then analyze the causes of the gap, put forward the corresponding suggestions for improvement.