服务质量管理理论与技术 下载 网盘 kindle mobi 115盘 pdf pdb rtf

本书聚焦于现代技术背景、经济背景和社会背景下的服务质量管理理论与技术，剖析新兴服务业态中、传统服务业态经济转型过程中服务质量管理的理论与技术的创新，揭示服务质量管理的内在规律，探讨服务质量管理中的科学问题，以期为服务质量管理的相关研究和实践提供参考，并作为服务管理相关课程的教材。

章 引言

节 服务质量管理的背景

一、宏观环境背景

二、面临的机遇和挑战

三、创新路径

第二节 服务质量管理的现状

一、中国服务质量的总体状况

二、中国服务质量问题的深层次原因

三、促进中国服务质量提升的对策建议

第三节 服务质量管理的意义

一、理论意义

二、实践意义

第四节 服务质量管理的对象与内容

一、界定对象

二、确定内容

第二章 理论基础

节 服务的定义及特性

一、服务的定义

二、服务的特性

第二节 服务质量的含义及特性

一、服务质量的含义

二、服务质量的特性

第三节 服务质量和服务认证评价要素分析

第三章 服务质量管理理论与技术现状

节 基础理论

一、Gmnroos顾客感知服务质量模型

二、GAP模型(服务质量差距模型)

第二节 服务质量评价模型

一、郎志正“6性”模型

二、崔立新价值曲线评价模型

三、服务质量指数模型

第三节 国外服务质量评价模型

一、SERVQUAL模型

二、基于心理学判断标准的比较评价模型

三、关系质量模型

四、PCP属性模型

五、属性模型

第四节 不同行业服务质量评价指标体系

一、出租汽车服务业质量评价指标体系

二、电子服务质量评价模型

三、电子政务服务质量评价模型

四、公共体育服务绩效测评指标模型

五、酒店、餐饮服务质量评价模型

六、生产服务质量评价模型INDSERV模型

七、基于多维和分层的机场服务质量模型

八、图书馆服务质量评价模型LibQUAL+TM模型

九、物流服务质量评价模型

第四章 服务质量测评及验证技术

节 定量技术

一、不需要确定权重的服务质量和认证评价指标选取和设计技术、方法

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Aldous Huxley once observed that "the charm of history and its enigmatic lesson consist in the fact that, from age to age, nothing changes and yet everything is completely different." While the recent crisis shared much in common with past crises, many of its causes were unique, or at the very least, they played a bigger role in the twenty-first-century global financial system than they did in the past.

Marx's ideas, which are far more sophisticated than this precis suggests, remain controversial. But what matters here is that Marx was the first thinker to see capitalism as inherently unstable and prone to crisis. In his estimation, capitalism is chaos incarnate; it will inevitably plunge into the abyss, taking the economy with it......his larger point -- that crisis is endemic to capitalism -- is a hugely imporntant insight: after Marx, economists had to reckon with the posiibility that capitalism contains the seeds of its own demise.

Keynes realized: in a collapse like the Great Depression, the "animal spirits" of capitalism, the "spontaneous urge to action rather than inaction," would wither away, he thought, even when there were profits to be made. Keynes recognized that economic decision making isn't merely a rational mathmatical calculus; it is impulsive and conditioned by events, uncertain and contingent. "If the animal spirits are dimmed and the spontaneous optimism falters," he observed, "leaving us to depend on nothing but a mathematical expectation, enterprise will fade and die."

Accoring to Minsky, instability originates in the very financial institutions that make capitalism possible. "Implicit in [Keynes's] analysis," he wrote, "is a view that the capitalist economy is fundamentally flawed. This flaw exists because the financial system necessary for capitalist vitality and vigor -- which translates entrepreneurial animal spirits into effective demand for investment -- contains the potential for runaway expectation, powered by an investment boom." This runaway expansion, Minsky explained, can readily grind to a halt because "accumulated financial changes render the financial system fragile."

If Keynes advanced a version of capitalism that might occasionally become imbalanced (but could readily be stabilized with government intervention), Schumpeter believed instability to be the necessary consequence of the kind of innovation that made capitalism possible in the first place.

Instead of letting weak, overleveraged banks, corporations, and even households perish in a burst of creative destruction, thereby allowing the strong to survive and thrive, governments around the world have meddled, creating an economy of the living dead: zombie banks that cling to life with endless lines of credit from central banks; zombie firms like General Motors and Chrysler that depend on government ownership for their continued survival; and zombie households across the United States, kept alive by legislation that keeps creditors at bay and that spares them from losing homes they could not afford in the first place.

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