摘要
一、被动服务的含义和常见类型
服务就是协助他人或为他人做事，满足其需要或使其获得利益。因此有效服务（使被服务者获得利益）的基本前提是被服务者对服务有所需求和企盼，并且有权决定是接受还是不接受服务。而现实中有些服务是在部分或全部违背消费者意愿的情况下发生的。所谓的服务提供者是在程度不同地强行提供服务，而服务接受者则是在被动接受服务。
Making company-customer-cooperative service production happen needs customer＇ s participation and paying some cost. Therefore service should be based on the willingness and requirement of customer. This is not only the issue of legitimate of service, but also the basis for good service interaction and customer-perceived quality. However in the real world, no matter in commercial service sector or public service sector, a lot of services against customer willingness exist by forcing customer to accept them. Too much existences of these phenomenon not only make a false report of production value of service sector, but also influence in large scale people on how to evaluate service quality. When it＇ s greatly encouraged to develop service industry and build service economy, the issue of passive service, faced by service sector in the protection of customer right ＆ interest, should be highly addressed.
出处
《中国质量》
2007年第4期17-19,共3页
China Quality
