《麦当劳服务质量与企业信誉研究》-毕业设计（论文）.doc

PAGE 精品 精品 高等教育自学考试质量技术监督管理专业 毕 业 论 文 题 目： 麦当劳服务质量与企业信誉研究 专 业： 质量技术监督管理 考 号： 考生姓名： 指导老师： 哈 尔 滨 理 工 大 学 2012年 5 月 哈尔滨工业大学工学硕士学位论文 - PAGE II - 精品- 麦当劳服务质量与企业信誉研究 摘 要 随着全球经济一体化进程的加速和我国改革开放的进一步发展，我国的各行各业都发生了翻天覆地的变化，尤其是服务行业的发展，更是迎来了空前巨大的发展商机。尽管如此，我国的服务业毕竟还是处于起步阶段，与国外发达国家相比还是存在着明显的差距。随着我国加入了WTO，服务行业率先全面开放，而这必然会给我国的服务行业带来巨大的机遇，同时伴随而来的是巨大的挑战。 餐饮业是服务行业的典型代表，同时也是对外开发较早的行业。近年来，随着人们生活节奏的加快，传统的费时费力的正餐已经越来越不能满足现代人的需求。在这种背景之下，方便、快速、卫生的快餐逐渐走进了人们的视野。我国的快餐业在近些年来取得了长足发展，但与国外先进同行比起来，仍然有着不小的差距。如何通过对国外先进快餐业的学习，来提高快餐品牌的竞争力，就成为了我们共同关心的问题，本文也正是在这样的背景下提出来的 关键词　： 服务 服务业 服务满意度 服务理论 服务质量 快餐 麦当劳 发展 顾客 McDonalds product quality and corporate reputation research Abstract This article describes the recent years, the fast food industry has made rapid development, but McDonalds and KFC fast-food giant, still occupy half of Chinas fast food market, the domestic fast food industry has always been a strong brand to compete with them. The fast food industry as a service industry, corporate reputation is a measure of an important indicator of its market competitiveness. In this paper, the fast food industry corporate reputation and product quality. Companies to provide customers with quality assurance, in order to allow customers to believe that product quality is qualified. Whether the customer believes the corporate guarantee, trust companies, and often depends on the quality of corporate reputation. The higher the corporate reputation for quality. To a certain extent, the product quality reputation is to ensure the quality of corporate reputation.Keyword product quality and corporate reputation, fast-food industry, McDonalds Only companies to ensure product quality, companies will create their own brand reputation, consumers will be recognized. Keywords Service Service industry Service satisfaction ServiceTheory Service quality fast food developmenth customers McDonalds PAGE II - - 精品 目 录 摘 要 = 1 \* R