Management Strategies for Improving Service Quality

Abstract

This paper divides service process into three stages: (1) Before (2) During (3) After consumption. The paper also offers appropriate management strategies aimed at the three stages: (1) The techniques in planning and designing service quality and moderate advertising or promotion. (2) Method of industrialization and Small groups' activities. (3) Consumers' correspondent columns, consumer surveys and Consumers feedback handling systems. This study further integrates the strategies of these stages into a wheel-like overall strategy to continually roll forward, whereby, the effort to improve quality is unceasingly put forth and the service quality is, in turn, constantly upgraded.