国有商业银行加强服务管理之对策研究-工商管理专业论文.docxVIP

并对产生这些问题的成因进行了分析。 并对产生这些问题的成因进行了分析。 第四部分针对我国国有商业银行服务中存在的问题，提出应从战 略高度推行服务兴行、培育“以人为本”的企业文化、加强客户关系 管理、实施差异化服务和积极开展创新服务五方面加强服务管理的对 策。 【关键词】银行服务服务管理国有商业银行 ABSTRACTWith ABSTRACT With the growth of Chinas economy and the improvement of people’S life，the people have more demands on bank’S service since the Open and Reform Policy has carried out．Financial competition is more and more active with the entry into WTO and the quick development of new stock-joint commercial banks．Service has become the most important way to get more customers and win the competition finally． The traditional four state-owned commercial banks，which we call Bank of Industry and Commercial，Bank of Agriculture，Bank of China and Bank of Construction,are facing the same problem of how to reinforce the service management． This paper has discussed the significance and the realistic e位ct on reinforcement of bank service management for the four stated-owned commercial banks．Also，it explicates the meaning of service and bank service，the nature of bank service．What’S more，this paper reviews the two steps of western bank service：traditional sales service and marketing of the SO—called“customer is center’．And it studies the theory of customer value and shows the tmth that reinforcing bank service can improve customer’S transfer value，it will satisfy the customer more and make them bank’S loyal customer from whom bank can get more profit． After that,the paper。reviews the history of service management ot the state—owned commercial banks and the t11eir current features．It alSO points out the three types of mistaken application of bank service management and analyzes their reasons．Finally,the author tries tO improve the state—owned commercial bank’service management from five ways!make a good service strategy,build up a enterprise culture which regards the custom is center,strengthen the customer relationship management,CalTy management,CalTy OUt different service methods and quic