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在激烈的市场竞争下,“服务”的重要性愈发突显,服务质量已成为消费者或企业客户判断、感知产品优劣的直接标准之一。航运企业作为典型的传统服务型企业,正面临着全力拓展航运服务业的战略性转型阶段。本文借鉴国外航运企业发展的优势特征,针对我国航运企业发展现状进行分析,并提出相应的航运企业服务质量管理实施策略。
Under the fierce market competition, the importance of “service” has become more and more prominent. The quality of service has become one of the direct standards for consumers and enterprise customers to judge and perceive the pros and cons of products. As a typical traditional service-oriented shipping enterprise, shipping enterprises are facing the strategic transformation phase of expanding shipping service industry. This article draws on the advantages of foreign shipping companies, analyzes the status quo of shipping companies in China and puts forward corresponding strategy of service quality management for shipping companies.