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西式快餐服务质量管理对现代中式快餐发展的启示

来自:湖北工业大学成教网   2011-10-25    浏览

以下是:湖北工业大学成教经济学毕业论文,标题是:西式快餐服务质量管理对现代中式快餐发展的启示

 
摘要:随着着社会发展人们生活水平提高,人们的的生活节奏也不断加快,随之而兴起的快餐业发展前景广阔。以麦当劳为例的西式快餐凭借较高的品牌知名度、先进的管理经验、成熟的生产方式,拥有众多忠实客户并建立了较高的顾客忠诚度。中国快餐行业虽然起步较晚,但与西式快餐相比,具有更符合我国国情、人们的饮食习惯和中国人的口味的优势,现代中式快餐通过不断的实践和借鉴西式快餐的经验寻求一条适合自身发展的道路。质量是企业立足市场的根本,是企业产品、服务、技术、管理等方面的综合体现。服务质量就是以服务的效用最大化及其温馨、快捷、方便的传递过程来满足组顾客的需求。[1]文章根据中式快餐的发展现状,从服务质量管理的角度研究中式快餐在服务质量管理方面的不足,并分析以麦当劳为例的西式快餐先进的服务质量管理经验,找出适合中式快餐自身特点提升服务质量管理的方法 。
关键字:中式快餐、服务质量管理、麦当劳、顾客满意度

Western fast-food service quality management enlightenment for modern Chinese fast development

Abstract:With the social development and people's living standard improve, people’s pace of life is accelerating, which gives Chinese fast food broad development prospects. To set McDonald's as an example, Western-style fast food of high brand awareness, the advanced management experience, mature production mode, there are many loyal customers it has and build high customer loyalty. Compare with Western-style fast food, Chinese fast food industry has started late, but the advantages of modern Chinese fast food is more consistent conditions of people's eating habits and tastes in our country. Modern Chinese fast food through constant practice and learning from the experienced Western-style fast food company,then combine with self characteristic try to find a development path. Quality is fundamental market-based,it also enterprise products, services, technology, management comprehensive embodiment. Service quality is to maximize utility services and warmth, quick, convenient transfer process to satisfy group needs of our customers. According to current development of Chinese fast food, quality of service management from the perspective of Chinese fast food in lack of service quality management, and analysis to an example of Western-style fast food MacDonald’s advanced service quality management experience, try to find a suitable service quality management methods for  Chinese fast food.
Key words:Chinese Fast Food ;Service Quality Management;
MacDonald’s Company;Customer Satisfaction

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