On Quality Management Under Service Guarantee

Owing to increasing market demand and market competition the center of social economic activities has progressively been service-oriented, the enterprise community pays more attention to service marketing, and the improvement of service quality is taken as an important means to raise customer value and gain the competitiveness. Starting from the fundamental character of service quality, this paper studies the service quality management lies on service guarantee. For this reason, any enterprise should acquire a better understanding of the relation between service quality and customer's satisfaction, evaluate correctly what the meaningful service guarantee is, and analyze systematically the disparity between the service images, and adopt an appropriate design of quality management.