美利体育登录入口官网:BS ISO 23592:2021
卓越的服务 原理和模型
Service excellence. Principles and model
- 标准号
- BS ISO 23592:2021
- 发布
- 2021年
- 国际标准分类(ICS)
- 03.080.01 服务综合
- 总页数
- 32页
- 发布单位
- 英国标准学会
- 当前最新
- BS ISO 23592:2021
- 本体
- 客户满意度
- 适用范围
- 本文件规定了卓越服务术语、原则和模型，旨在实现卓越的客户体验和可持续的客户满意度。它并非专注于提供基本的客户服务，而是致力于提供卓越的服务。本文件适用于所有提供服务的组织，例如商业组织、公共服务机构和非营利组织。
| 术语 | 描述 |
|---|---|
| 服务卓越 service excellence | capabilities of an organization to consistently deliver excellent services |
| 优秀服务 excellent service | output of an organization with a high level of service provision performed between the organization and the customer to achieve outstanding customer experiences that lead to customer delight |
| 共创 co-creation | active involvement of stakeholders in service design, delivery and innovation |
| 客户 customer | person or organization that can or does receive a product or a service that is intended for or required by the person or organization |
| 客户满意度 customer delight | positive emotions experienced by the customer derived from either an intense feeling of being highly valued or by expectations being exceeded, or both |