管理服务业：政府职责及若干基本原则

达成以顾客感知满意为标准的高质量服务是需要企业付出一定努力和成本的,其潜在影响是,顾客满意不应被视为所有服务企业的当然目标。某些服务特性和政府政策会导致服务业在竞争压力与质量改进动力方面与制造业明显不同,单纯依赖市场竞争机制或指望企业主动改进质量的管理方法还不能简单应用于对服务业的宏观管理。此外,社会需要的服务很大一部分直接来自政府的公共服务领域,因此,政府对提高社会整体服务质量具有特殊的责任,也需要特别的管理原则。

Managing Service Sector: The Government''s Responsibility and Several Basic Principles

It often needs certain efforts and costs for serviceorganizations to reach satisfactory service quality based oncustomers perception. A potential influence is that customerssatisfaction should not be regarded as a native goal for all kinds ofservice organizations. Some traits of service, as well as somegovernments polices, lead to an apparent difference betweenmanufacturing sector and service sector in the pressure of competitionand the motivation in quality improvement. The management,depending only on market competition system or on organizationswill of improving quality, can not be simply applied to the macro-management of service sector. In addition, a major part of socialservices come from the fields of public service, therefore, inimproving the overall quality of social life, the government shouldshoulder some special responsibilities and abide by some basicprinciples.