kfc专业服务管理分析

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1、ASIAPACIFICUNIVERSITYOFTECHNOLOGYaINNOVATIONASSIGNMENTTECHNOLOGYPARKMALAYSIABM038-3-2-PSMPROFESSIONALSERVICEMANAGEMETUC2F1601AFHANDOUTDATE：12thFebruary2016HANDINDATE:31thMarch2016WEIGHTAGE:100%INSTRUCTIONSTOCANDIDATES:1Submityourassignmentattheadminist

2、rativecounter2Studentsareadvisedtounderpintheiranswerswiththeuseofreferences(citedusingtheHarvardNameSystemofReferencing)3Latesubmissionwillbeawardedzero(0)unlessExtenuatingCircumstances(EC)areupheld4Casesofplagiarismwillbepenalized5Theassignmentshould

3、beboundinanappropriatestyle(combboundorstapled).6Wheretheassignmentshouldbesubmittedinbothhardcopyandsoftcopy,thesoftcopyofthewrittenassignmentandsourcecode(whereappropriate)shouldbeonaCDinanenvelope/CDcoverandattachedtothehardcopy.7Youmustobtain50%ove

4、ralltopassthismodule.VersionI2UCTIAssCv200740-23ThisessayistalkingabouttheservicequalitybyusingtheSERVQUALmodel.Itmainlyfocusedonthefivegapsofservicetodiscusstheproblemsinservicequality.Withthefastdevelopmentofmodernserviceindustry，developinglevelhasbe

5、comeanimportantsignofjudgingdevelopingdegreeofmodernsocietyeconomy.KFCmustadopteffectiveandpracticalmeasurestoliftserviceinnovationandnewserviceindustry’sdevelopinglevelandmakeitmorecompetitive,reinforceserviceinnovationandnewservicedevelopingaswell.Al

6、sosupportingonpersonalizedmarketingsimplycan’tmeettheneedofservingmanagement.UndersuchtheoryandrealbackgroundjchoosetheKFCCompanyinChinaassampletoexplainthefivegapsandusesomeexamplesofthefivegapswhichhappensinKFCthatcanprovetheprofessionalservicemanage

7、ment.TherearefivegapsinSERVQUALmodelisknowledge,standard，delivery，internalcommunicateactionsandperception.1.0Introduction42.0Companybackground43.0SERVQUALmodel63.1Knowledgegap73.2Standardsgap93.3Deliverygap103.4Internalcommunicateactionsgap123.5Percept

8、iongap144.0Conclusion165.0Reference171.0IntroductionKFCisoneofthemostfamousfastfoodcompanyinallovertheworld.Itiscombinedbyinternetdeliveryserviceandcounterservice.Figure1Theservicequalityisquiteimportantandthiswillinfluencethelevelofsat