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| Author: | Shan, Wei |
| Title: | Comprehensive diagnosis of soft environment of bazaars for serving customers (original in Chinese) |
| Journal: | Commercial Economy and Management (c)
1998 : 3, p.20-24 |
| Index terms: | SHOPS SERVICE MANAGEMENT BUSINESS ENVIRONMENT CONSUMER SATISFACTION SERVICE |
| Language: | chn |
| Abstract: | Starting with service procedure and service workers, the two basic factors representing bazaars' soft environment for serving customers, this paper explores the effective way to appraise and raise the service quality and efficiency of bazzars. In terms of service procedure, there are six problems to solve. They are efficiency, timeliness, being flexible and convenient, information block, unclear responsibilities and power, and poor supervision. In terms of service workers, we should start with the following aspects to raise their quality: 1.selecting for appointment of service workers; 2.training of service workers; 3. effective incentive; 4.service atmosphere. |
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