摘要
Abstract
This paper first analyzes the advantages and disadvantages of the ISO 9000 quality management thought in service quality management of China, and based on establishing service management system with ISO 9000 and service quality gap model puts forward the strategy of enhancing national service quality management .关键词
服务质量管理/ISO/9000质量管理体系/服务质量差距模型/策略Key words
service quality management/ISO 9000 quality management system/service quality gap model/strategy
