摘 要
可持续发展已经成为国家长期发展的指导方针。大力推动“节能减排”，关
注“绿色环保”，提高生活品质已经成为人们的共识。天燃气作为一种清洁、高
效、安全的能源，已被运用于工业生产、居民生活的诸多方面。随着天然气利用
范围的不断增加，市场不断扩大，市场竞争日趋激烈，燃气公司要想在激烈的竞
争中胜出，就要全面提升服务质量。
AM 燃气有限公司作为一家国有改制能源企业，其过去的一些优势正在悄然
消失，习惯于用传统的思维和方法解决新问题，市场竞争意识和服务意识匮乏，
客户服务意识淡薄，服务形式简单化，合同履约率低下，要想不被市场淘汰，需
要以创新的服务模式，提高服务质量。本文以 AM 燃气有限公司服务管理提升
为研究为研究对象，通过建立对公司服务现状的调查研究，分析公司服务管理存
在的问题，并提出了解决问题的对策，构建了一套适合该公司发展的客户服务体
系。
本研究得出提升服务质量的如下对策：加强服务文化塑造与宣传；构建提升
服务质量的组织架构；建立提升服务质量的标准；完善有利于提升服务质量的服
务制度与流程；强化提升服务质量的服务培训；加强服务监督与评价结果的应用
之间的关系。
关 键 词：AM 燃气有限公司，服务管理，提升研究
论文类型：应用研究
ABSTRACT
Sustainable development has become a national long-term development
guidelines. Vigorously promote energy saving emission reduction, pay attention to
the green environmental protection, improve the quality of life has become the
consensus of people. Natural gas as a clean, efficient and safe energy, has been used in
industrial production, residents many aspects of life. Along with the gas utilization
range of continue to increase, the market is expanding constantly, the market
competition is becoming increasingly fierce, gas company wants to win in the fierce
competition, will improve the quality of service.
AM gas co., LTD., is a state-owned energy enterprise, its past some of the
advantages are quietly disappeared, accustomed to the use of traditional thinking and
method to solve new problems, lack of market competition consciousness and service
consciousness, service consciousness, service form of simplification, the contract
honors the agreement rate is low, want not to be out of the market, the need for an
innovative service model, improving the service quality.Based on AM gas co., LTD.,
service management promoted to study as the research object, through the
establishment of the company to the investigation of present situation of service, this
paper analyzes the company service management existing problems, and advances
some countermeasures for solving these problems, and constructs a set of suitable for
the company development customer service system.
This study concluded that increasing the service quality of the countermeasures as
follows: strengthen service culture and propaganda; construction to upgrade the quality
of service organization; establish and improve the service quality standard; perfect to
enhance the quality of service service system and process; to strengthen and improve
the service quality of service service training; strengthen the supervision and
evaluation of the application results of the relationship between.
KEY WORDS: AM gas co., LTD.，Service management，Improve researchDissertation Type: Application Research