国际中文开源期刊平台

以工商银行为例浅析如何提高服务水平营造大服务格局

How to improve the service level and create a large service pattern—Taking industrial and Commercial Bank of China as an example

金融分析与管理 / 2020,2(1)：7-12 / 2020-05-07 2167 3699

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• 作者： 陈之义     
• 单位：

  中国工商银行厦门分行，厦门

• 关键词： 金融服务；服务内涵；服务形象
• Financial service; Service connotation; Service image
• 摘要： 服务是金融业赖以生存与发展的基础，工商银行能否提升核心竞争力 很大程度上取决于其服务理念、服务文化能否转型，服务质量和水平能否提高。 显然，打造优质、文明、高效的服务是工商银行转型后面临的一大挑战。本文 引入现代商业银行的服务理念，围绕服务机制、服务内容、服务品种进行了思考； 针对当前服务状况，从三个方面提出了相应的对策与建议。一是完善服务机制、 提高服务水平的措施；二是践行三重服务，升华服务内涵；三是创新服务品种， 塑造品牌形象上下功夫。努力构建大服务体系，营造大服务格局。
• Service is the basis for the survival and development of the financial industry. Whether ICBC can enhance its core competitiveness largely depends on whether its service concept, service culture can be transformed, service quality and level can be improved. Obviously, building high-quality, civilized and efficient service is a big challenge for ICBC after its transformation. This paper introduces the service concept of modern commercial banks, and thinks about the service mechanism, service content and service varieties. According to the current service situation, it puts forward corresponding countermeasures and suggestions from three aspects. The first is to improve the service mechanism and improve the service level; the second is to practice triple service and sublimate the service connotation; the third is to innovate the service varieties and create the brand image. Strive to build a large service system and create a large service pattern.
• DOI： https://doi.org/10.35534/fam.0201002c
• 引用： 陈之义．以工商银行为例浅析如何提高服务水平营造大服务格局［J］．金融分析与管理，2020，2（1）：7-12．