【摘要】 服务的特殊性和顾客评价标准的多维性导致服务业组织必须深刻洞见所提供的服务本质，中国质量奖服务业获奖组织在各自领域经过多年探索，形成了兼具共性和个性的质量管理模式，呈现出以顾客为中心的服务理念、强调服务的精细化管理、利用信息化提高服务智能化水平、注重服务的标准化等特点，为新时代服务业提升质量管理水平提供了典型案例。更多还原

【Abstract】 Organizations of the service industry must fully understand the nature of services, due to the particularity of services and the multidimensional nature of the customer evaluation standards. Organization winners of China Quality Award from the service industry have established the quality management model with both commonness and individuality through years of exploration. The mode shows the characteristics of customer-centered service concept, emphasizes the fine management of services, uses information technology to improve the intelligent level of services, and attaches great importance to standardized services, providing typical cases for the service industry to improve the quality management level in the new era.更多还原