【摘要】：本文基于服務營銷的服務傳遞運行機理,首先分析了制造企業(yè)生產(chǎn)環(huán)節(jié)中的服務要素,對服務業(yè)服務傳遞與制造業(yè)運營管理之間的關系進行了探索,找到了二者結合的切入點,然后構建了制造業(yè)服務傳遞模式的模型,并對模型進行了實證檢驗。通過對哈爾濱哈飛汽車工業(yè)集團的實證研究可以得出,服務傳遞與制造業(yè)的結合可以提高制造企業(yè)的生產(chǎn)率,提高規(guī)模經(jīng)濟,促進企業(yè)發(fā)展。制造業(yè)服務傳遞模式可以看作是強調服務要素的運營管理,此模式存在一個服務傳遞的關鍵點——內部服務,通過協(xié)調企業(yè)與內外部顧客之間的關系,可使企業(yè)內部價值、內外部顧客價值和諧統(tǒng)一,持續(xù)增長達到雙贏。
[Abstract]:Based on the operation mechanism of service marketing, this paper first analyzes the service elements in the production link of manufacturing enterprises, explores the relationship between service delivery and manufacturing operation and management, and finds the starting point of the combination of the two. Then the model of manufacturing service delivery model is constructed, and the model is empirically tested. Through the empirical study of Harbin Hafei Automobile Industry Group, it can be concluded that the combination of service delivery and manufacturing industry can improve the productivity of manufacturing enterprises, improve economies of scale and promote the development of enterprises. The manufacturing service delivery model can be regarded as emphasizing the operation and management of service elements. This model has a key point of service delivery-internal service. By coordinating the relationship between the enterprise and the internal and external customers, the internal value of the enterprise can be made. Internal and external customer value harmony and unity, sustained growth to achieve a win-win situation.
【作者單位】： 哈爾濱理工大學管理學院;
【基金】：黑龍江省教育廳人文社會科學研究項目(12512032) 黑龍江省科技廳攻關軟科學計劃項目(GC10D204)
【分類號】：F426.471

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本文編號：2478798