借鉴服务营销理论 探索边检服务与管理模式创新

近年来，我国边检机关的服务水平得到了明显提高。结合边检工作实际，在情景维度因素的管理方面，服务功能质量是最核心的影响因素。边检机关需要对那些影响服务体验的功能质量进行有效管理，才能让服务对象在通关过程中获得真正宾至如归的服务体验。边检机关可以通过搭建有边检特色的“服务体验驱动型”质量管理模式，全面提高边检服务工作水平。

Probe into the Innovation of Service and Management Modes of Frontier Inspection Based on the Service- Sale Theory

In recent years, the service level of exit - entry frontier inspection has been obviously raised. As far as the reality of the frontier inspection is concerned, the service functional quality is the key factor of management. The frontier inspection units should effectively manage it so that the objects of the service may feel satisfied when going through the customs. The frontier inspection units can improve the overall service quality by establishing the service - oriented management mode with the frontier inspection characteristics.