德州烟草公司服务质量评测模型构建与服务质量提升对策研究-工商管理专业论文.docx

万方数据 万方数据 理论指导和实践支持，同时论文研究结论为德州烟草制定服务质量提升策略提供 理论依据。本论文还丰富了烟草行业服务质量研究的理论成果。 关键词： 烟草公司；服务质量；服务质量评测模型；服务质量差距 Research on Construction of Service Quality Evaluation Model and Countermeasures of Improving Service Quality in Dezhou Tobacco Company Abstract The tabacco industry’s advantages of relying on the monopoly system to realize value added are facing increasingly fierce market competition and challenge. On the one hand, the signature of Framework Convention on Tobacco Control means that the international tobacco market competition intensifies day by day and the living space of Chinese tobacco decreases; on the other hand, the tobaccoindustry is facing a transition stage from the past epitaxial growth relying on material elemens inputing to connotation development depending on the quality, value, technology progress and cost saving. At the same time, along with the further development of internal reform of tobacco, especially tobacco companies are gived a new historical mission after separation of industrial and commercial, the tobacco companies are relocated for service providers. Therefore, the tobacco industry and commercial enterprises are facing the new subject which is how to create value and look for the new profit growth point through better service. In this context, Dezhou city tobacco company sings the main theme of service,advocates the service idea, improves employee service consciousness and ability, requests to build service brand strategy. The service quality work of Dezhou tabacoo company conducted in an orderly, but how to evaluate the service quality has become a difficult problem in Dezhou tabacoo company. Dezhou tabacoo company as the research object, the paper constructs the service quality evaluation model, explores the service problems using of indicators in the model and put forward countermeasures to improve the service quality. The paper provides the theory basis and the practice instruction