基于pzb模型的深圳日海公司服务质量策略研究-工商管理专业论文.docxVIP

A Selling strategies Study Based Oil the PZB model of Shenzhen Sun Sea Company Abstract With swift and violent development of the whole national communication market，the Sun Sea Communication Company,one of the biggest manufacturer as wiring of the whole nation．has not been in the ascendant with the competitor after more than ten years’development，The situation of Sun Sea Communication Company market is serious．So it is an urgent task to analyse current situation of market competition and work out serving and selling strategies again．To Sun Sea Communication Company,it has an unusual but important meaning． Through related studies on market selling theory at home and abroad，the author has made the elaboration on the PZB service disparity model，further more， we have made the demonstration analysis，including Shenzhen Sun Sea Company’s environment analysis，customer and service quality,data collection and analysis based on PZB model and the main problem on Sun Sea Company’s service quality． The author has proposed the improvement countermeasures for Sun Sea Company’s service quality,including understanding the disparity between customers’ expectation and the actual customers’expectation，the disparity between the service standard established and the understanding of customers’expectation，the improvement between carrying out service and establishing the service standard disparity,and the disparity between exterior communication to the customers and actual offered service． The thesis combines both theory and practice，qualitative analysis and quantitative analysis．It pays much attention to analysis practical problem by theory， so it has strong pertinency,practicability and maneuverability．As a result，it has certain guiding significance for the development of Sun Sea Company,using for reference，too．So does it do on selling strategies to marketing and sales department of the company． Keywords：Shenzhen Sun Sea；service quality gap model；demonstration analysis  插图清单 图1．1技术路线