摘要：随着不断的变化和复杂的的服务营销的发展中，人员在市场营销组合的主要作用是服务的提供者，但是它与服务的标准及提供中，存在一定的差距，因而产生了服务代沟。本文主要讨论员工在服务营销中的作用，以及人力资源的战略，目的是提高服务质量，随之缩小服务营销中的代沟差距。
　　关键词：人力资源 营销服务 服务质量 服务代沟
　　
　　1Introduction
　　With continually developing in variation and complex service marketing, people is the main role of marketing mix in 7Ps in service marketing that expressions like “the provider is the service” and “Employees frequently are the service”. (ZEithaml et al., 2006) It exist the gap that between service standards and service delivery, which may influence the quality of service on the whole. Service quality, which can be defined in many different ways, but a commonly accepted definition is “that it represents the discrepancy between customers’ expectations and thEIr perceptions of the service performance” (Jackie, 2004), as perceived by a user depends on the size and direction of the gap between expected service and perceived service, w

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