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本研究以关键时刻理论、“峰·终”定律及服务过程理论为理论基础,结合交通行业转型的需要与广东高速公路行业自身的服务特色,通过梳理服务过程中客户与企业接触全过程的“峰·终”体验关键时刻,发掘客户的核心需求,寻找客户接触点管理中的精髓。借助服务蓝图技术,挖掘职能管理后台对一线服务支撑的工作重点,构建了科学的服务质量考核体系。
Based on the theory of key moments, the law of “peak and end” and the theory of service process, this study combines the needs of the restructuring of the transportation industry with the service characteristics of the expressway industry in Guangdong Province. By analyzing the whole process of customer and enterprise contact in the service process, “Peak end ” Experience the critical moment, explore the core needs of customers, find the essence of customer touch point management. With service blueprint technology, mining functions management background of front-line service support the focus of work to build a scientific system of service quality assessment.