一、服务担保在现代的市场活动中,担保通常是制造业的一种营销手段,如产品的保退、保换、保修等。同产品相比,服务较少被担保,因为服务担保比较困难:第一,决定产品质量的主要是技术等客观因素,较易控制,而决定服务质量的主要因素是人员的素质,这个活的因素不易控制;第二,产品质量偏差的反馈,容易找到客观的、明显的证据,而服务差错尤其服务态度 First, service guarantees In modern market activities, guarantees are usually a means of marketing in the manufacturing industry, such as product retired, replacement, warranty and so on. Compared with products, services are less guaranteed because service guarantees are more difficult. First, the main factors that determine product quality are technical and other objective factors, which are easier to control. The main factor determining service quality is the quality of personnel. The factors are not easy to control; second, the feedback of product quality deviations is easy to find objective and obvious evidence, and service errors, especially service attitudes.