本文選題：家電行業(yè) + 海爾　； 參考：《華南理工大學(xué)》2013年碩士論文

【摘要】：“十二五”期間，中國(guó)家電工業(yè)將面臨新的發(fā)展機(jī)遇，迎來新一輪消費(fèi)結(jié)構(gòu)的快速升級(jí)和產(chǎn)品的大批量更新，以及家電在農(nóng)村市場(chǎng)的快速普及。同時(shí)消費(fèi)者對(duì)產(chǎn)品的技術(shù)、質(zhì)量、品種、服務(wù)提出了更高的要求。如何在提升技術(shù)水平和產(chǎn)品檔次的同時(shí)提升我們的服務(wù)水平，為消費(fèi)者提供更具有實(shí)質(zhì)價(jià)值的服務(wù)，真正解決消費(fèi)者的后顧之憂，對(duì)促進(jìn)整個(gè)家電行業(yè)的綜合水平的提高都有重要的意義。 本文對(duì)該課題的國(guó)內(nèi)外研究現(xiàn)狀進(jìn)行綜合分析總結(jié)之后，確定本文的寫作思路。首先，，對(duì)家電行業(yè)售后服務(wù)體系進(jìn)行較為系統(tǒng)的介紹，并對(duì)國(guó)內(nèi)外的家電行業(yè)售后服務(wù)的發(fā)展水平和現(xiàn)狀進(jìn)行了詳細(xì)的闡述，針對(duì)售后服務(wù)在家電行業(yè)的作用，確定其重要地位。 其次，本文結(jié)合海爾集團(tuán)售后服務(wù)的具體案例，先綜合性的介紹海爾集團(tuán)五個(gè)發(fā)展階段和售后服務(wù)管理體系。針對(duì)海爾集團(tuán)的內(nèi)外部環(huán)境進(jìn)行具體分析海爾集團(tuán)的優(yōu)劣勢(shì)。然后，根據(jù)家電行業(yè)售后服務(wù)的特點(diǎn)，結(jié)合售后服務(wù)的價(jià)值理論和評(píng)價(jià)理論，構(gòu)建海爾集團(tuán)售后服務(wù)質(zhì)量評(píng)價(jià)體系，通過售后服務(wù)的四個(gè)一級(jí)指標(biāo)細(xì)分、十五個(gè)二級(jí)指標(biāo)反映其售后服務(wù)的質(zhì)量標(biāo)準(zhǔn)。隨后詳細(xì)的介紹了用AHP和模糊綜合評(píng)價(jià)相結(jié)合的方法的原理及計(jì)算過程，并運(yùn)用該方法對(duì)評(píng)價(jià)指標(biāo)進(jìn)行綜合分析，得到各個(gè)指標(biāo)的綜合評(píng)分和海爾售后服務(wù)質(zhì)量的總體情況。 最后，基于海爾集團(tuán)的售后服務(wù)的具體實(shí)際情況和我國(guó)家電行業(yè)的總體情況，得出了家電行業(yè)售后服務(wù)結(jié)論并對(duì)家電行業(yè)的前景提出相應(yīng)的建議。通過“建立獨(dú)立的第三方售后服務(wù)公司”和“加強(qiáng)立法規(guī)范，提高行業(yè)標(biāo)準(zhǔn)”等方法來提升家電行業(yè)售后服務(wù)的質(zhì)量，從而取得良好的客戶關(guān)系，實(shí)現(xiàn)企業(yè)價(jià)值。
[Abstract]:During the 12th Five-Year Plan period, China's household appliance industry will face new opportunities for development, welcome a new round of rapid upgrading of consumption structure and mass renewal of products, as well as the rapid popularization of household appliances in the rural market.At the same time, consumers of the product technology, quality, variety, service put forward higher requirements.How to improve our service level while upgrading the technical level and product grade, to provide more valuable services for consumers, and to truly solve the worries of consumers.To promote the overall level of the entire household appliances industry has important significance.After the comprehensive analysis and summary of the domestic and foreign research status, this paper determines the writing ideas.First of all, the after-sales service system of household appliances industry is introduced systematically, and the development level and current situation of after-sales service in home appliance industry are described in detail, aiming at the function of after-sales service in household appliance industry.Determine its importance.Secondly, combined with the specific case of Haier Group after-sales service, this paper introduces the five development stages and after-sales service management system of Haier Group.According to the internal and external environment of Haier Group, the advantages and disadvantages of Haier Group are analyzed.Then, according to the characteristics of after-sales service in household appliances industry, combining with the value theory and evaluation theory of after-sales service, the evaluation system of after-sales service quality of Haier Group is constructed, which is subdivided by four first-level indexes of after-sales service.Fifteen second-level indicators reflect its after-sales service quality standards.Then the principle and calculation process of combining AHP with fuzzy comprehensive evaluation are introduced in detail, and the comprehensive analysis of the evaluation index is carried out by using this method, and the overall situation of the comprehensive score of each index and the quality of after-sales service of Haier is obtained.Finally, based on the actual situation of after-sales service of Haier Group and the general situation of home appliance industry in China, the conclusion of after-sales service of home appliance industry is obtained and the corresponding suggestions on the prospect of home appliance industry are put forward.Through the methods of "establishing independent third party after-sales service company" and "strengthening legislation and norm and improving industry standard" to improve the quality of after-sales service in household appliance industry, good customer relationship can be obtained and enterprise value can be realized.
【學(xué)位授予單位】：華南理工大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類號(hào)】：F274;F426.6

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