随着人口结构老龄化和社会不确定性风险不断增加，残疾已成为大众化、普遍化的风险。与普通消费者相比，残疾人和老年人有着更加特殊的生理和心理特征，这会影响他们对服务的需求。在服务标准化工作中考虑残疾人和老年人的需求，能够带来显著的经济、社会效益，以此为基础，还可以进一步考虑“通用”的服务标准化的理念。%With the growing aging population and the increasing risk of social uncertainty, disability becomes the common risk. Compared with common consumers, the disabled and the aged have special physiological and psychological characteristics, which make their demands for services different from others. The consideration of needs of the disabled and aged people can bring significant economic and social benefits, and help further study on the thoughts on service standardization.
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