Research on Service Capability Based on Data Mining.docVIP

Research on Service Capability Based on Data Mining 　　Abstract: The progress and development of the society promotes service industry to grow, and service-oriented enterprises are emerging. However, the lagging service theory makes the development of service economy lack of the corresponding theoretical support. Based on analyzing the sources of corporate profits in service economy era, the paper uses data mining technique to apply customer classification to measurement methods of service capability. The change of service capability not only makes the enterprises position the problem clients accurately and rapidly, but also can timely adjust business strategies, which can increase profits. 　　Key words: service capability, measurement methods, data mining technique 　　1 Introduction 　　The theory that service is the derivative of manufacturing industry was proposed by Rathmell in 1974. In the academic field, the research on service management falls behind that on manufacturing management, the reason for which is false definition on service. The existing research on service is based on a single industry, which hinders the generation of cross-industry thought. The research on service introduces new conceptual framework and analysis methods for service problems. Christopher H.Lovelock pointed out that deeper understanding of service sales not only makes marketing skills of traditional service industry more exquisite, but also has a significant influence on management practice of using service to drive manufacturing industry. Meanwhile, most scholars researching service admit that they lean lots of knowledge which can be applied to service from production and human resources. 　　It is the objective of each enterprise to improve service capability and meet the requirements of customers. But different customers have different requirements, and it is impossible for the enterprises to meet the service requirements of customers. So it is very important to improve servic