本文選題：體外診斷　切入點：服務創(chuàng)新　出處：《哈爾濱理工大學》2014年碩士論文

【摘要】：隨著時代的進步和科技的發(fā)展，健康越來越受到人們的重視。同時醫(yī)療器械產業(yè)得到迅猛的發(fā)展，體外診斷行業(yè)成為整個醫(yī)療器械產業(yè)的重要分支。近年來國內外體外診斷企業(yè)紛紛搶灘中國市場，經過多年的發(fā)展，市場競爭日益激烈。在產品日趨同質化的情況下，企業(yè)的管理者面臨著巨大的挑戰(zhàn)：如何滿足客戶來提高市場的占用率。 服務作為產品的外延已經成為眾多廠商爭奪客戶的重要陣地，優(yōu)質的服務為企業(yè)快速地占領市場，降低服務成本，提高服務質量，保持企業(yè)的持續(xù)穩(wěn)健發(fā)展。面對當前復雜的市場環(huán)境，售后服務競爭激烈不斷加劇，每家企業(yè)都在絞盡腦汁思考怎樣在嚴酷的市場環(huán)境中保持不敗之地，而K公司是國內知名的體外診斷產品供應商，因此本文以K公司售后服務為研究對象，從服務創(chuàng)新的角度來試探改善服務的方法，提高服務質量及客戶滿意度，，將服務創(chuàng)新理論應用于服務管理實踐中，為體外診斷企業(yè)提供決策依據及營銷建議。 本文在綜述國內外有關服務創(chuàng)新的相關理論基礎上，結合體外診斷行業(yè)發(fā)展的特點，闡述了體外診斷企業(yè)如何在服務創(chuàng)新的角度提升現有的服務質量優(yōu)化服務流程。研究了K公司目前的技術服務現狀和競爭對手狀況，分析K公司進行服務創(chuàng)新的驅動力。依據服務創(chuàng)新模型理論，構建K公司的新的技術服務體系。最后，結合服務體系評價的理論對K公司技術服務做了全方位的評價。
[Abstract]:With the progress of the times and the development of science and technology, people pay more and more attention to health.At the same time, the medical device industry has a rapid development, in vitro diagnosis industry has become an important branch of the medical device industry.In recent years, domestic and foreign in vitro diagnostics enterprises have seized the Chinese market, after years of development, the market competition is increasingly fierce.With the increasing homogeneity of products, the managers of enterprises are faced with great challenges: how to meet the needs of customers to improve the market occupancy rate.In the face of the current complex market environment, the competition for after-sales service is becoming more and more intense. Every enterprise is racking its brains to think about how to maintain an invincible position in the harsh market environment, and K Company is a well-known domestic supplier of external diagnostic products.Therefore, this paper takes the after-sales service of K Company as the research object, tries to explore the methods of improving service from the angle of service innovation, improves service quality and customer satisfaction, and applies the theory of service innovation to the practice of service management.To provide decision-making basis and marketing advice for in-vitro diagnosis of enterprises.On the basis of summarizing the relevant theories of service innovation at home and abroad and combining with the characteristics of the development of in vitro diagnosis industry, this paper expounds how to improve the existing service quality optimization service flow in the service innovation angle of the in vitro diagnosis enterprise.This paper studies the current situation of technology service and competitors of K Company, and analyzes the driving force of service innovation in K Company.According to the theory of service innovation model, the new technology service system of K Company is constructed.Finally, based on the theory of service system evaluation, the technology service of K Company is evaluated in all directions.
【學位授予單位】：哈爾濱理工大學
【學位級別】：碩士
【學位授予年份】：2014
【分類號】：F274;F426.4

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本文編號：1697369