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What service excellence can learn from business excellence models

机译：卓越服务可以从卓越业务模型中学到什么

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By service excellence it is implied that services provided exceed customers' expectations and service excellence increases customer loyalty and profitability. The business excellence model by Johnston (Ref. 1) does not provide clear guidelines on the method of implementing a management system whereas the European Foundation for Quality Management (EFQM) and Baldrige criteria for performance excellence (BCPE) have limited viability in the sense that customer and employee delight are not well presented. Customers consider an adequate level of service quality as a basic requirement. This highlights the importance of systematic approaches to managing service excellence. Existing models are incapable of furnishing the overall system. The article examines how a service excellence model can be designed with a systematic approach to achieve excellent service quality. The study compares Johnston's Business excellence model with EFQM and BCPE as the later two provide a more systematic approach. The comparison helps to know the approaches, business excellence models have to incorporate to achieve service excellence. (49 refs.)
机译：卓越的服务意味着提供的服务超出了客户的期望，卓越的服务提高了客户的忠诚度和盈利能力。 Johnston的卓越业务模型（参考资料1）并未提供有关实施管理体系的方法的明确指南，而欧洲质量管理基金会（EFQM）和Baldrige卓越绩效标准（BCPE）在以下方面具有有限的可行性：客户和员工的满意程度不佳。客户认为适当水平的服务质量是基本要求。这凸显了管理卓越服务的系统方法的重要性。现有模型无法提供整个系统。本文探讨了如何通过系统的方法来设计卓越服务模型，以实现卓越的服务质量。该研究将约翰斯顿的卓越商业模式与EFQM和BCPE进行了比较，因为后两者提供了更为系统的方法。通过比较可以了解方法，必须结合业务卓越模型以实现服务卓越。 （49篇）

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