论真实瞬间的服务质量控制

随着服务业的迅猛发展，服务企业之间的日趋激烈，提供优质服务已成为企业管理者越来越重视的问题。同时，服务是一种复杂的现象，服务质量比产品质量更难以控制，因为服务比有形产品有着更难以把握的特点，这些特点在真实瞬间中体现。真实瞬间是服务提供者抓住机会向顾客展示其服务质量的时刻，只有把握住真实瞬间才能为顾客提供优质服务。在论述真实瞬间服务质量控制难点的基础上又提出了真实瞬间提高服务质量的对策：培养管理人员的服务意识，提高一线员工的服务技能及交往技巧，管理顾客，实施有形展示策略，分析好服务流程图等。

Study on the Service Quality Control in the Moment of Truth

With the rapid development of service industory,there is an increasingly radical competition among service enterprises.How to provide quality service has drawn managers much attention.Service itself is a subtle phenomenon:Service quality is more difficult to be controlled than that of goods because service has some intricate characterisoics.These characteristics are reflected in the moment of truth which is the moment then serivce providers catch the opportunity to display their sevice quality for the customers.Only service providers take the monent can they offer quality service for customers.The paper analyses the problems of service quality control in the moment of truth and provides some solutions such as improving managers service sense,developing frontline employees communication techniques,managins customers,implementins physical evidence,analysing the service flow chart and so on.