本文選題：供電企業(yè) + 服務(wù)營(yíng)銷　； 參考：《華南理工大學(xué)》2013年碩士論文

【摘要】：電力是關(guān)系國(guó)計(jì)民生的基礎(chǔ)產(chǎn)業(yè)，隨著社會(huì)的發(fā)展和進(jìn)步，人們對(duì)供電服務(wù)的要求越來越高，“電老虎”的壟斷企業(yè)形象已不再適應(yīng)電力企業(yè)的發(fā)展。S供電企業(yè)地處沿海城市，致力于成為“卓越的國(guó)際先進(jìn)城市電網(wǎng)運(yùn)營(yíng)商”，為S市經(jīng)濟(jì)社會(huì)發(fā)展提供一流的供電服務(wù)和供電環(huán)境。經(jīng)過幾年與國(guó)際先進(jìn)電力企業(yè)對(duì)標(biāo)改進(jìn)，S供電企業(yè)服務(wù)水平已有了明顯的提高，但離客戶的需求、上級(jí)部門的要求還存在一定的差距，找出現(xiàn)行營(yíng)銷服務(wù)體系存在問題并改正已成為擺在S供電企業(yè)營(yíng)銷人員面前亟待解決的問題。 本文采用文獻(xiàn)研究法，了解服務(wù)營(yíng)銷的發(fā)展歷程和現(xiàn)狀；通過分析S供電企業(yè)的宏觀發(fā)展環(huán)境，明確營(yíng)銷服務(wù)的方向；通過對(duì)比國(guó)際先進(jìn)電力企業(yè)在服務(wù)營(yíng)銷上的成功經(jīng)驗(yàn)，找出S供電企業(yè)與先進(jìn)電力企業(yè)存在的差距；采用問卷調(diào)查和數(shù)據(jù)統(tǒng)計(jì)方法，找出影響、制約S供電企業(yè)服務(wù)水平的問題所在：客戶需求把握不準(zhǔn)、渠道服務(wù)能力有待加強(qiáng)、服務(wù)人員服務(wù)意識(shí)不強(qiáng)、專業(yè)素養(yǎng)不高、客戶問題不能及時(shí)持續(xù)改進(jìn)等。 在此基礎(chǔ)上結(jié)合服務(wù)營(yíng)銷理論，提出有針對(duì)性的解決措施：深入把握客戶需求；整合優(yōu)化服務(wù)渠道；建立電價(jià)調(diào)整機(jī)制；強(qiáng)化電力促銷工作；提升服務(wù)人員的專業(yè)素養(yǎng)；加強(qiáng)服務(wù)過程管理等。本文作者從事S供電企業(yè)的服務(wù)營(yíng)銷工作，，提出的建議以S供電局實(shí)際情況為基礎(chǔ)，希望能夠?yàn)樘嵘齋供電企業(yè)的服務(wù)水平做出一點(diǎn)貢獻(xiàn)，并為其他供電企業(yè)的營(yíng)銷服務(wù)提升提供有價(jià)值的參考。
[Abstract]:Electricity is the basic industry related to the national economy and the people's livelihood. With the development and progress of the society, the demand for power supply service is getting higher and higher. The monopoly enterprise image of "electric tiger" has no longer adapted to the development of power enterprises in the coastal cities of.S power supply enterprises. It is committed to become "the outstanding international advanced city grid operator" and the economy of the city of S. The social development provides the first-class power supply service and the power supply environment. After several years with the international advanced electric power enterprises to improve the standard, the service level of S power supply enterprise has been obviously improved, but there is a certain gap between the needs of the customers and the requirements of the superior departments, the existence of the problems in the marketing service system and the correction have become the power supply of the S. Problems to be solved urgently in front of business marketers.
This article uses the literature research method to understand the development course and present situation of service marketing; through the analysis of the macro development environment of the S power supply enterprise, the direction of marketing service is clear. By comparing the successful experience of the international advanced electric power enterprises in service marketing, the gap between the S power supply enterprise and the advanced power enterprises is found out. The data statistics method finds out the problems that affect the service level of S power supply enterprises: the uncertainty of customer demand, the strengthening of the channel service capacity, the poor service consciousness of the service personnel, the low professional quality, and the timely and continuous improvement of the customer problem.
On this basis, combined with the service marketing theory, it puts forward the targeted measures: to grasp the customer's demand, integrate and optimize the service channel, establish the electricity price adjustment mechanism, strengthen the power promotion work, improve the professional accomplishment of the service personnel, and strengthen the service process management. The author is engaged in the service marketing of the S power supply enterprise. The proposed proposal is based on the actual situation of the S Power Supply Bureau, and hopes to make a little contribution to the improvement of the service level of the S power supply enterprise and provide valuable reference for the promotion of marketing service for other power supply enterprises.

【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;F426.61

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