中文摘要：

为了寻找我国优秀服务企业获得成功的“秘诀”，业，并分别对这5家企业进行扎根理论构建。在此基础上，以客户为中心、服务管理、服务创新和具有企业社会责任，企业特别是服务企业的发展具有一定的指导意义。研究选出了5家在各自行业具有代表性的优秀服务企通过比较分析得到了这些优秀服务企业的4个特性：而后对这4个特性进行了具体分析，以期对我国其他

英文摘要：

In order to find the secrets with which outstanding service organizations achieve success, we selects five firms that are serving excellent service and representative in their respective industry, and constructs grounded theories of these firms. The authors drow four common attributes of these five firms-customer orientation, service innovation, service management and corporate social responsibility through comparing and analyzing. These attributes are analyzed specifically to offer guides to the development of other firms and service industry in our country.