商业银行服务与消费者间的逻辑模型及其借鉴价值.pdf

2006 2 No.2,2006 Vo2.26 26 ( 193 ) MODERN FINANCE ECONOMICS General No. 193 王 莹 ( , 300222) :在商业银行中, 一种特定项目的服务过程就是一种无形的产品, 这 一动态化的产品的质量高低 及是 否会使顾客满意, 取决于银行的服务类型服务技术准确有效性两者的互动效应等因此, 研究商业银行的服务 提供行为对提升商业银行的竞争力有着重要的指导意义服务主体行为逻辑模型对我国商业银行业务实践具有 重要的借鉴价值, 为此应进一步研究商业银行服务提供所采取的策略 : 商业银行; 服务提供;行为逻辑 : F830. 33 :A : 1005- 1007(2006) 02- 0009- 04 Abstract: In the commercial ank, the service process of a specific project is a kind of intangi le product. The quality of this dynamic product is ased on commercial ank s service style, service technology and the interaction effect etween commercial ank and its customers. Therefore, it s very necessary to make a detailed analysis toward the improvement of commercial anks service offering. The logical model of service provider s ehavior has important reference value to our commercial ank s prac tices, and we should the tactics adopting y commercial ank service offering. Key Words: Commercial Bank; Service Offering; Behavior Logic , , , , , ( 1 ) , , , , , , , , , , , ( Out- sourcing) , ( 1 ) , , , , , , , : 2005- 09- 16 : ( 1975- ) , , , 10 2006 2 ;