售后服务的市场前景探讨研究10.doc

西南科技大学毕业设计 论 文 设 计 学生姓名:罗微薇 专业年级：12秋现代商务管理 题目：售后服务的市场前景探讨研究 指导教师：张竟荣 售后服务的市场前景探讨研究 摘要 21世纪是新经济的时代，新经济的本质上属于服务经济。有形产品在满足消费者需求中的比重正在逐步下降，而服务的价值正变得越来越重要，进入了服务取得胜利的时代，以服务为导向的经营和创新战略已经成为现代企业的基本战略选择，越来越多的企业都将竞争核心向服务为中心靠笼，而在整个服务中售后服务占了尤为重要的地位，因此，企业必须树立以客户为中心的核心价值观念，塑造和培育以客户为中心的企业文化，需要有关于客户服务的理念、方法、行为规范来指导企业的客户服务实践，从而实现企业在竞争中站稳脚根、实现企业的营销目标。 市场激烈竞争的形势下各企业纷纷把售后服务作为自己有利的竞争武器，随着我国售后服务的迅猛发展，各企业在售后服务的观念、形式、定价和信息反馈等方面都存在不足。通过倡导企业建立“用户型质量观”，增设二、三级市场的服务网点，加强售后服务人员素质，提倡服务创新和设立监管体系等方面的对策研究，促进售后服务在我国营销体系中向着正确、和谐的方向发展。 关键词：售后服务； 市场； 前景；研究 Abstract Twenty-first Century is the new economic era, the essence of the new economy to service economy. Tangible products to meet consumer demand in the proportion is declining, and the value of the services is becoming more and more important, entered service win era, service oriented management and innovation strategy has become the basic strategy of modern enterprise, more and more enterprises will be the core competition to service as the center on the cage, and in the whole service after sale services accounted for an important position, therefore, enterprises must establish the concept of core value to the customer as the center, creating and fostering customer-centric corporate culture, the practice of customer service needs about customer service concept, method, behavior norms to guide enterprises, in order to achieve enterprise the competition stands firm, achieve corporate marketing objectives. The enterprise in the fierce competition market situation have the after sale services as their own favorable competitive weapon, with the rapid development of our after sale service, the enterprises in the after sale service concept, forms, pricing and information feedback in the aspects of. Through the promotion of enterprises to establish a apartment layout quality view, adding two or three grade market service network, strengthen quality after sale service personnel, research strategies advocated service innovation and set up a mo