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1、哈尔滨工业大学高级管理人员工商管理硕士学位论文AbstractWiththecomingofserviceeconomy,itisdifficulttogainlong-termcompetitionadvantagebythetraditionalways,whichincludereducingpricetogainthepricegapadvantageandraisingtechnologyleveltogainproductiondifferenceadvantage.Inthelat
2、eyears’marketing,theXinyingCorporationfoundoutthattheclientsaremoreinterestedinfollow-upservices,ratherthanpriceandquality.Soservice-marketingstrategymustbetakentohelpenterpriserealizedistinction.Butservice-marketingstrategymustpayattentiontoserviceq
3、ualitymanagement.Itwillacquirecounterefficiencyifonlytakingservice-marketingstrategyandthatignoringtheservicequalitymanagement.Thereforetheservicequalitymanagementistakenforthecoreoftheenterpriseservice-marketingstrategy.Byanalyzingtherelationofthese
4、rvicequalitymanagementandconstructiondecorationenterprise’sorganization,technicalinnovation,cost,efficiency,supplythebasicoftheoryforconstructiondecorationindustrytakingservicemarketingbytheservicequalitymanagement.Basingthis,andaimingatthecompetitio
5、nandservicemanagementconditionsoftheXinyingCorporation,thearticleimprovesthetraditionalSERVQUALmodel,andsuggeststhefactory-suitedstandardofevaluatingservicemanagement.Accordingtothestandard,takethecensusoftheclients,andusefactoranalysismethodtoanalyz
6、etheservicelevelofthefactory,andthenquantificationallyfindoutexistingservicequestionsandtheobstaclesofestablishingservicemanagementsystem.Aimingattheservicequality’squestions,suggestbuildingprojectofservicequalitymanagementsystemincludingthesubsystem
7、sofsenseembodiment,serviceflow,servicequalitycontrol,serviceremediation,andsoon.Throughbuildingtheservicequalitymanagementsystemincludingproductqualitymanagementsystem,enterpriseservicestandardizationsystem,adjustingenterpriseorganization,enterpriseb
8、reedingculturesystem,enterprisehumanresourceretainingandtrainingsystem,enterpriseinformatizationflat,andsoon,wouldeffectivelyassurethebuildingofservicequalitymanagementsystem.Keywordsconstructiondecorationindustry;servicequanlitymanagement;service-ma
