供电企业实施供电服务质量评价地研究.pdfVIP

供电企业实施供电服务质量评价的研究 曾斌峰，谢传胜 （华北电力大学工商管理学院，能源与电力经济研究咨询中心） Study of Electricity Supply Enterprise Service Quality Evaluation ZENG Binfeng, XIE Chuansheng (Norch China Electric Power University,Beijing, Energy and Electric Economic Research) ABSTRACT: With the reform of the electricity system, 需求为宗旨，强化价值意识，提高服务质量、竞争 electricity sales began from the original planned economy to a 能力和企业品牌，是摆在供电企业面前一个十分重 market economy has gradually evolved, quality service is to 大的问题。尤其是在电力市场营销中，提高供电企 open up the electricity supply market enterprises an important 业服务质量及对其的综合评价，是供电企业目前急 means for improving the power supply enterprises and brand 于解决的一个问题。因为优质服务既是供电企业开 image of the important support. So for the power supply 拓电力市场的重要手段，也是提高供电企业品牌和 enterprise quality of service for customers comprehensive evaluation is essential. 形象的重要支撑点。因此对于供电企业客户服务质 In Power Marketing, the problem of increase the power 量的综合评价是势在必行的。 supply enterprises service quality and its comprehensive 随着电力体制的改革与电力市场营销的深入， evaluation of power supply enterprises is eager to solve. In this 很多有识之士开始关注客户服务问题 ，归纳起来 paper, based on the enterprise service supply commitments, 主要有这样一些共识： under the comprehensive customer service quality evaluation methods, from the perspective of quantitative analysis shows （1）客户服务的质量对企业的开拓和赢利都 that the power companies service quality, comparable results of 起到了极其重要的作用。供电企业应该注重客户服 the evaluation of the quality of customer service more 务质量及其考核评价。但目前服务质量还不尽人 convincing. 意，其考核评价也不够完善。 KEY WORDS ：Electricity sales, Quality service, Power （2 ）有些供电企业已经通过对用户的抽