摘要
在日益激烈的企业竞争中,人们对服务的要求越来越高,也越来越重视服务的质量。而在不同的场合下,排队等待是不可避免的事情。但如何使顾客在排队等待时获得公平、舒适的对待是一门艺术,顾客的等待可以使服务企业有限的服务能力得到更充分的利用。通过排队管理可以提高顾客的满意度,为企业赢得更多的忠诚顾客。
People demand more on service and service quality in this world full of fierce competition, while it is unavoidable for people to wait in line for some time on some occasions. It is necessary for service - offering enterprises to make customers feel they are fairly and comfortably treated when they are waiting in line. Service- offering enterprises should make a good use of the opportunity to improve their service. Queue management by service - offering enterprises can increase customers＇ satisfaction so that service- offering enterprises can attract more loyal customers.
出处
《生产力研究》
CSSCI
北大核心
2005年第7期189-190,221,F0003,共4页
Productivity Research
