江西南昌供电公司电力客户服务管理研究.pdfVIP

要 随着电力管理体制改革的不断深入，电网企业面临的内外部环境已经发生了 根本性的改变，电力的发展必须以服务求市场，以服务求效益，这使得完善电力 客户服务成为了电力市场营销战略的重中之重。 南昌供电公司是省会供电公司，无论是供电量还是所处的政治、经济、文化 的环境，都决定了其工作的重要性，提供的供电服务水平是社会关注的中心。 本文以客户服务管理的相关理论和电力客户服务管理理论为基础，首先阐述 了消费者行为理论、电力产品、电力客户服务的基本概念及其特点和电力客户服 务管理要素等的主要内容；实施电力客户服务管理对电力企业的重要作用。然后 采用阅读文献与实际调查相结合的方法，针对南昌供电公司的实际情况，对客户 服务管理中存在的问 及其原因进行了细致的分析，结合其他企业客户服务管理 的成功经验，对完善该公司的客户服务管理提出意见和建议，为提升供电服务水 平、创新服务方式奠定了基础。 关键词：电力 客户 服务 管理 创新 1 Abstract With the reforming of the management system, the electric power companies face the new challenges because the internal and external environments have changed fundamentally. The power companies have to improve their services for the market and for the benefits. So it becomes most important to perfect the customers services in the marketing strategy. Nanchang Power Company (short for NPC) is in Jiangxi provincial capital, which is the political, economic and cultural center of Jiangxi Province. So the company s services are more important and have been paid more attention. This dissertation bases on the theory of service management and customers services of power companies. First, it introduces some basic theories on customers behavior, the power companies products and its customer s services, customers services management and so on. Second, the author investigates the customers services management of Nanchang Power Company and anal size the problems and findings. Finally based on the findings and some other companies successful management, the author proposes some tentative suggestions, which will be very helpful for bettering the customers services. Key words: electric power, customers, service, management, creativity 2