“重在受控”从字面上可以作这样的理解:服务企业必须要重视和关注顾客是否处在一种能受到控制的状态中。众所周知,服务最本质的特点就是具有无形性,它属于一种“看不见,摸不着”的特殊产品。在这种情况下,如果使顾客在接受服务的过程中,企业能够及时地提供各种相关的服务信息(不同的服务,顾客对信息的需求也不同),就会使顾客对服务产生一种稳妥感、放心感、踏实感和信任感,这就是对顾客受 “Emphasis on control” literally can be understood as such: Service companies must value and focus on whether customers are in a controlled state. As we all know, the most essential feature of service is intangible. It belongs to a special product that can not be seen or touched. In this case, if the customer in the process of receiving services, companies can provide timely information on various services (different services, customers have different needs of the information), will make the customer a service The sense of security, comfort, sense of trust and practicality, this is the customer by