本文關(guān)鍵詞：基于顧客感知價值的AK集團服務(wù)體系分析與優(yōu)化策略　出處：《電子科技大學(xué)》2014年碩士論文　論文類型：學(xué)位論文

  更多相關(guān)文章： 服務(wù)質(zhì)量 顧客感知價值 感知心理 服務(wù)體系 優(yōu)化

【摘要】：企業(yè)要想在激烈的現(xiàn)代市場競爭中立于不敗之地,就要在提高整體服務(wù)質(zhì)量的基礎(chǔ)上不斷提高顧客的感知價值,從而獲得競爭優(yōu)勢。伴隨著人們消費觀念的轉(zhuǎn)變和發(fā)展,服務(wù)在人們生活中的重要程度不斷增加。同時,消費者愈發(fā)重視顧客感知價值,所以,對顧客感知價值的研究已經(jīng)愈發(fā)迫切。因為顧客感知價值是消費者對企業(yè)服務(wù)體系總體質(zhì)量的一種主觀判斷,所以本文借助顧客感知價值的研究話題對顧客感知價值進行定量分析,從而為企業(yè)科學(xué)決策提供堅實的保障。為了在現(xiàn)如今的服務(wù)經(jīng)濟時代,探索出更好的企業(yè)服務(wù)體系,兼具操作性和理論性的服務(wù)體系分析與優(yōu)化指導(dǎo)框架,以較高的顧客感知價值迎合顧客和增加顧客忠誠度,實現(xiàn)企業(yè)的長效發(fā)展�；诖�,本文選取AK集團服務(wù)體系作為研究對象。首先,本文分別闡釋了研究顧客感知價值的背景與意義;概述國內(nèi)外對顧客感知價值理論的研究現(xiàn)狀、本文的研究思路與方法。其次,分析顧客感知價值、服務(wù)組織體系理論研究、組織能力研究的相關(guān)內(nèi)容,為AK集團服務(wù)現(xiàn)狀分析及優(yōu)化奠定基礎(chǔ)。然后,對AK集團服務(wù)體系開始問卷設(shè)計與調(diào)查;對AK集團服務(wù)現(xiàn)狀分別從五個角度(服務(wù)理念、服務(wù)線索、服務(wù)傳遞、顧客價值和服務(wù)業(yè)績)展開現(xiàn)狀分析;然后從相應(yīng)角度分別展開AK集團現(xiàn)行服務(wù)體系存在的問題及原因分析。再次,借助原因分析對AK集團的服務(wù)體系存在的問題進行優(yōu)化,提供策略支持,主要從服務(wù)理念、服務(wù)線索、服務(wù)傳遞、顧客價值和服務(wù)業(yè)績五個維度進行展開。最后,結(jié)論與展望,概述本文的主要結(jié)論,并提出后期的研究展望。
[Abstract]:If an enterprise wants to be invincible in the fierce modern market competition, it is necessary to improve the customer's perceived value on the basis of improving the overall service quality. With the change and development of people's consumption concept, the importance of service in people's life is increasing. At the same time, consumers pay more and more attention to customer perceived value, so. The study of customer perceived value has become more and more urgent, because customer perceived value is a subjective judgment on the overall quality of enterprise service system. Therefore, this paper makes quantitative analysis of customer perceived value with the help of the research topic of customer perceived value, so as to provide a solid guarantee for the scientific decision-making of enterprises, in order to provide a solid guarantee for the service economy in the present age. Explore a better enterprise service system, both operational and theoretical service system analysis and optimization of the guidance framework, with higher customer perceived value to cater to customers and increase customer loyalty. Based on this, this paper chooses AK Group Service system as the research object. Firstly, this paper explains the background and significance of the research on customer perceived value. Summarize the domestic and foreign research status of customer perceived value theory, the research ideas and methods of this paper. Secondly, analyze the customer perceived value, service organization system theory research, organization ability research related content. It lays a foundation for the analysis and optimization of AK group service status. Then, the questionnaire design and investigation of AK group service system are started. The present situation of AK group service is analyzed from five aspects: service concept, service clue, service delivery, customer value and service performance. Then from the corresponding point of view, the problems and causes of the current service system of AK Group are analyzed. Thirdly, the problems of the service system of AK Group are optimized with the help of cause analysis to provide strategic support. It mainly starts from five dimensions: service concept, service clue, service delivery, customer value and service performance. Finally, the conclusion and prospect, the main conclusions of this paper are summarized, and the later research prospect is put forward.
【學(xué)位授予單位】：電子科技大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2014
【分類號】：F274;F426.41

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本文編號：1389518