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摘要随着人们饮食消费观念的转变，休闲饮食行业引领起新的风潮，甜品行业发展势头迅猛，利润空间潜大。但随着甜品市场的扩大，市场竞争越来越大，行业间比较的不仅仅是产品，更多的是服务质量较量。满记甜品应跟上时代发展步伐，不断调整服务意识观念，争取做到更好更优质。本文主要对满记实际情况进行调查，再通过具体的控制实施方案有针对地改进存在的问题，探索出满记甜品的新型服务质量模式。45337
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根据调查访问结果，满记甜品服务质量控制方案主要包括三大部分，分别从人力预先控制、现场意外事件控制和反馈控制出发，严格把关好每个服务细节。加强服务质量的针对性，打造出满记专属的服务风格，让顾客感到区别其他甜品的优质服务。服务质量提升不单只是服务人员的努力，还要靠双方的努力互动，尽量调动起顾客的热情，创造更多机会让顾客参与进来。把被动认知的顾客转化为主动，主动去认同满记才能加强忠诚度归属感。服务质量最根本的还是在一线工作的服务人员。服务人员素质起到关键的作用，满记甜品在服务人员的甄选的过程中要综合各方面的质素来评估，择优录用，才能从根源上打好服务质量基础。服务质量控制方案让满记重新审视当前的发展趋势，不断探索适合自身发展的服务模式。
毕业论文关键词：满记甜品； 服务质量； 方案控制
Abstract
As the change of consumption idea people's diet leisure food industry leading the trend, dessert industry booming, potential profit space. But with the enlargement of the dessert market, market competition is more and more big, the comparison between industry is not only a product, more quality of service. Full down sweetmeats should keep up with The Times development pace, and constantly adjust the concept of service consciousness, we should try to be better and better. In this paper, we investigate the actual situation to full to write down, again through the specific control scheme is aiming at the problems to improve. Explore the new service quality model with down sweetmeats.
According to the survey results, full down sweetmeats service quality control system mainly includes three parts, from human beforehand control, accident control and feedback control, strictly control each service details. Strengthen the pertinence of service quality, create full exclusive service style, remember to make the customer feel the difference between other dessert quality services. Service quality improvement is not only the efforts of the staff, depends on the efforts of both sides interaction, as far as possible to mobilize the enthusiasm of the customers, create more opportunities for customers to participate. Active, passive cognitive customer translate into full active identity to strengthen the loyalty of belonging. Service quality is the most fundamental or in a line service personnel. Service personnel quality play a key role, full down sweetmeats in the process of service personnel selection to evaluate comprehensive quality of all aspects of the, merit-based, basis on good quality of service from the root. Service quality control plan for full record to re-examine the current development trend, constantly explore the service mode suitable for their own development.
Key words: Manji dessert; The service quality; Program control
目 录
一、绪论 - 1 -
（一）研究背景 - 1 -
（二）研究意义 - 1 -
二、满记甜品服务现状 - 2 -
三、满记甜品服务质量调查 - 2 -
（一）调查主题 - 3 -
（二）微信预调查 - 3 -
（三）深度访问 - 4 -
四、满记服务质量控制方案 - 5 -
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