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论文编号：	10224
作者编号：	2120152856
上传时间：	2018/6/12 11:38:47
中文题目：	TF协会服务质量改进研究
英文题目：	Research on the Improvement of Service Quality of TF Association
指导老师：	赵伟 副教授
中文关键字：	服务管理；服务质量差距模型；非营利组织；协会
英文关键字：	Service management; Service quality gap model; Non-profit organization; Association
中文摘要：	随着我国经济和社会转型升级，越来越多的社会组织参与到社会发展中来，从辅助行业发展到引领行业发展，社会组织承担的职能越来越多，在社会中的地位也愈发重要。社会组织通常是非营利组织，具有非营利组织的性质和特征。TF协会是专门从事对外经济合作的社会组织，其会员由不同行业中从事外向型业务的单位构成，经历十余年发展，TF协会正处在发展突破期，面对持续增加的会员数目和持续增多的会员需求，TF协会需要加强整体管理，其中重要的是提升服务质量管理，结合整体状况，从实际出发改进服务质量，满足会员需求，获得持续发展。 本文以TF协会服务质量改进为研究主题，第一章通过阐述研究背景引出进行此研究的意义，介绍研究方法和内容；第二章进行理论阐述，通过回顾非营利组织相关理论和服务管理相关理论及模型介绍了本文主要的理论依据；第三章对TF协会服务管理现状进行分析，介绍了成立背景、发展宗旨、服务内容等简况，通过描述功能定位、横向对标其他协会、会员及员工管理等方面进行重点分析，梳理出目前服务管理存在的问题；第四章根据对以上章节的讨论进行服务质量改进对策设计，运用服务质量差距模型着重分析服务质量差距及其原因，给出服务质量改进对策制定要素，随即基于SERVQUAL模型制定改进策略；第五章针对以上研究给出服务质量改进实施保障，从服务机制、组织运行、人员、精神与行为等层面具体阐述；最后部分总结全文，得出研究结论与创新点，并指出不足与展望。
英文摘要：	With transformation and upgrading of China's economy and society, more and more social organizations participate in the social development. From pushing for industry development to leading industry development, they play more important roles and gain an increasing importance in society. Social organizations are usually non-profit organizations which has its characteristics and features. TF Association is consisting of Going Global enterprises. With more than ten years developing, it is expected to make breakthroughs because it has growing numbers and demands of members. As is to this, TF Association needs to enhance comprehensive management, especially in service quality management, to meet demands of members and retain sustainable development by considering the whole conditions and proceeding from reality. The thesis takes the service quality improvement of TF Association as the research topic. Chapter 1 introduces research significance by elaborating the background, as well as research methods and contents. Chapter 2 is theoretical elaboration by reviewing the relevant theories of non-profit organizations and service management. Chapter 3 is to analyze service management situation of TF Association by introduce establishment background, development principle and service contents, and also brings up service management problems by target its function, makes comparison with other associations, introduce management to staff and members. Chapter 4 is to design strategy based on the above analyses. It contains elaborating the gap of service quality and improvement factors by using Gaps Model of Service Quality, and then to give strategies by using SERVQUAL Model. Chapter 5 gives some assurance measures through the implementation of service mechanism, organization operation, personnel, spirit and behavior shaping. The conclusion gives summary and innovation, and point out research deficiency and prospects.
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