浅谈会展接待的“人性化”服务—以东北亚博览会为例
[摘要] 近年来我国会展业迅猛发展,给社会经济,人民生活带来的巨大变化,得到了政府部门、商会、新闻媒体以及社会各界的广泛的公众关注。人性化服务是会展接待服务模式的一个重要发展趋势标准化、规范化的服务一直是业内从业者努力追求的管理目标,统一的服务准则、统一的服务模式、统一的服务用语已经被各级客服人员所熟悉。而我国在会展服务方面出现了许多问题,会展接待更加令人关注。我国会展业在快速发展的同时,对服务质量提出了严峻的挑战,会展业的”人性化”服务成为行业讨论的焦点。会展行业其实是一个和人打交道的行业，会展行业具有非常强的服务性，所以说，做好相关的服务是能否办好展会的最关键因素。本文将会对如何做到会展的服务人性化进行相关论述，并且也对会展的服务过程中存在的一些问题进行阐述。本文从政府、会展企业、会展场馆三个会展服务主体入手,探讨如何形成会展业”人性化”服务。
[关键词] 服务质量 人性化 会展服务
On the exhibition of “humanization” service reception
In Northeast Asia Expo as an example
[Abstract] In recent years the rapid development of China’s exhibition industry, to the social economy, the great changes in people’s lives, the government, the chamber of commerce, the news media and the social from all walks of life wide public concern. Humanized service is an important development trend of hospitality services model standardization, standardization of the management of the service has been the industry practitioners strive for goals, unified service standards, unified service mode, service language has been familiar to all levels of customer service personnel. And our country, a lot of problems appeared in the convention and exhibition services, exhibition received more attention. The exhibition industry in the rapid development of our country at the same time, put forward the serious challenge, quality of service of the exhibition industry become the focus of the industry to discuss “humanized” service. Convention and exhibition industry is an industry with people, has a strong service properties, therefore, also can say good services is a key factor to organize the exhibition. This article on how to do exhibition service humanized, and some problems existing in the convention and exhibition services. This article from the government, convention and exhibition companies, exhibition venues three exhibition service main body, discusses how to form the exhibition industry “humanized” service.
【Keywords】The quality of service humanized Convention and exhibition services
目 录
引言………………………………………………………………………………………………………. 1
一、会展接待人性化的内涵…………………………………………………………………… 1
（一）什么是会展………………………………………………………………………….. 1
（二）何为会展服务人性化……………………………………………………………. 2
二、国内外会展接待行业的现状……………………………………………………………. 2
（一）我国会展业现状…………………………………………………………………… 2
（二）国外会展业的现状……………………………………………………………….. 3
三、会展接待服务的发展趋势……………………………………………………………….. 4
（一）会展业发展迅速…………………………………………………………………… 4
（二）场馆建设迅速………………………………………………………………………. 4
四、会展接待如何体现人性化服务………………………………………………………… 6
（一）主办单位要提供“一站式服务”………………………………………….. 6
（二）点滴关怀……………………………………………………………………………… 6
（三）从细节处体现服务理念………………………………………………………… 6
（四）会展服务应遵循的原则………………………………………………………… 7
（五）专业化会展人才的培养………………………………………………………… 8
五、会展接待服务要以人为本……………………………………………………………….. 8
（一）为观众提供网上预登记服务…………………………………………………. 8
（二）为展商提前办理入场施工手续……………………………………………… 8
（三）为展商提供便利措施……………………………………………………………. 9
结论………………………………………………………………………………………………………. 9
致谢…………………………………………………………………………………………………….. 10
参考文献……………………………………………………………………………………………… 11
