市场营销专业毕业论文--客户服务质量提升研究.docVIP

摘 要 在激烈的市场竞争中，客户服务己经成为企业在市场上面临的重要问题之一。任何一家企业，无论其所提供的产品是量化的物，还是无形的服务，最终都将受到市场和普通消费者的检验，从而立于消费者之间，以获得利润，即作为企业的本质目的。本文首先论述关于客户服务的一些基本理论知识，其次通过顾客满意及顾客忠诚度研究客户服务与顾客再次购买两者之间的关系，再次，借鉴著名学者对其两者的关系的研究，引用他们对客户服务与顾客再次购买关系研究的论点，更好的解析以增加对他们的了解和认识，同时联系实际，联系实习公司的内部状况及现状，了解两者之间存在的关系。在实习过程中，多访谈顾客对于五菱汽车的感觉，与同事交流沟通，同时查阅公司内部资料，更好了解公司对于客户服务这一环节的关注重视程度，以及客户服务的一些缺陷存在，并相应提出对策。 自中国加入了ＷＴＯ，经济全球一体化进程加快，国外企业纷纷在国内设厂，这给中国企业带来最大的挑战是什么呢？面临很大的市场的竞争压力！市场供需双方发生转变，产品严重供过于求。从市场竞争上面讲，企业与企业之间的客户抢夺战逐渐开始升级，要解决这个压力问题，企业就要进行CRM的建设，考虑如何发展客户，保留客户，通过建立一个以客户为中心的服务体系，不断提升企业的竞争力， Abstract In the fierce marketing?competition,?it is facing?problems that customer service?has?be comeimportant?in the market.?Any enterprise,?whether the product?they provideing?is?quantifiable?objects?or intangible services,?eventually?will be?testing?the market and?consumers, which?consumers?stand?to gain?profit,?that is?the essence of?abusiness?purpose?.This paper first discusses some of the basic about customer service theory knowledge，second researching customer service and customer buy again the relation between them through the customer satisfaction and customer loyalty，then reference to the famous scholars study of the relationship between the two, quoteing the arguments about customer service and customer buy again from them, Better to add to the analytical knowledge and understanding of them, also with practice, contact the internal condition and the internship status quo, to understand the relationship between existence. In the practice process, more interviews about WuLing cars for the customers feel, and colleagues communication, and access to company internal material, better understanding to the company for customer service this link attention value degree, and some defects of customer service, then some countermeasures. Since China joined in the WTO, economic globalization has accelerated. Foreign enterprises have set up maney factories in China,what is the greatest challenge to Chinese companies?The business market has been