ＹＴ移动公司服务创新研究.pdfVIP

要 顾客优势，就是在顾客购买产品过程，顾客认为产品具有一种既满足其所需 所欲且被顾客认可的综合比较优势。YT 移动公司面对即将到来的3G 时代的买方市 场格局和同质化竞争 势，必须增强企业的服务竞争力，通过服务创新形成顾客 优势，避免损害企业整体利益的无效竞争和恶性竞争，实现企业的可持续发展。 本文主体结构分为六大部分。首先是绪论，包括研究对象界定、研究成果回 顾、研究方法概要和研究意义简评等，其作用主要是为后续行文做好铺垫，探寻 相关学术进路。其次，介绍了服务创新的相关文献，从中我们可以看出，“顾客优 势”是本篇论文探讨内容所要达到的最终目标。再次，是YT 移动公司服务现 、 问 及原因分析。阐述的是，提高公司的服务竞争力和顾客优势，实施全面的服 务创新，时不我待。第四，YT 移动公司服务创新路径研究，包括查找并解决观念 问 、深挖客户需求、开展投诉满意工程等八个方面的做法。并论述了在3G 时代 YT 移动公司的服务创新的方向。第五，移动公司服务创新的配套措施，主要阐述 的是上级公司层面和本公司各部门（中心）层面。第六，YT 移动公司服务创新的 结论与展望。服务领先是一个需要长期坚持的战略，通过创新服务方式能够获得 顾客优势，能够获得内涵式的发展。服务创新比盈利更重要，也是通信企业赢得 可持续发展的重要保证。 关键词：YT 移动公司；服务创新 1 Abstract Customer advantages in customers to buy products, customers with a product that not only meet the requirements of its customers want to be recognized and comprehensive comparative advantage. YT Mobile to face the coming of 3G era of a buyers market structure and competition of the same situation, we must enhance the competitiveness of the services through the formation of innovative customer service advantages and avoid damage to the interests of the enterprise as a whole is invalid and competition cut-throat competition, the enterprise Sustainable development. In this paper, most of the main structure is divided into six. First, the introduction, including the definition of the study, the research results to recall, study and research summary of the significance of Review, and so on, its main role is to do a good job paving the way for follow-up language, to explore the relevant academic approach. Second, the introduction of innovative services to literature, from which we can see, customer edge to explore the contents of this paper is to achieve the ultimate goal. Third, YT Mobile service is the status quo, and analysis. Is set to raise the