本文選題：客戶投訴 + 管理體制��； 參考：《廣西師范大學》2015年碩士論文

【摘要】：客戶投訴是每個煙草企業(yè)的潛在財富,建立一個完整的客戶投訴機構是非常有必要的,客戶投訴反饋的是企業(yè)的服務質量、水平、能力等。在經濟飛速發(fā)展的時代,企業(yè)間的競爭力在無形中增強,市場的瞬息萬變給煙草行業(yè)帶來空前的挑戰(zhàn),由行政型壟斷向服務型壟斷轉變,這就需要煙草企業(yè)建立客戶投訴機構,采納和整理客戶對煙草企業(yè)的服務的評價。由于全球化的不斷加強,制度的改變,中國煙草企業(yè)長期處于計劃經濟和市場不全面的狀態(tài),為了解決不全面等問題,煙草企業(yè)應該制定新的制度,特別是客戶投訴的建立和管理應放在首位。研究者們以湖南省SY煙草企業(yè)作為本次研究的重要對象,主要分五大塊。首先對本文的研究背景、目的和意義作出了詳細的闡述,對國內外的研究現(xiàn)狀也做了具體的分析,并整理了本文的研究框架。其次是提出了理論基礎作為研究綜述,這些理論有客戶滿意,經營戰(zhàn)略、客戶投訴等理論,并對他們做了分析。第三,分析了湖南煙草公司的客戶投訴現(xiàn)狀,根據現(xiàn)狀做了調查分析,最后總結出出現(xiàn)的問題。第四,是對湖南煙草公司客戶投訴體系的研究,作出要求,提出規(guī)章制度、原則、思路等,并附加投訴理念和管理理念,設計出最好的投訴渠道和管理政策。第五是結論。通過對本文的研究,研究者們總結出湖南省SY煙草企業(yè)在未來的發(fā)展道路上必須建立服務型體系。服務理念的推出能夠帶動整個企業(yè)的良好發(fā)展,能夠挽留更多的客戶和最有效的掌握客戶的需求等,所以本次研究的目的及意義就是湖南省SY煙草企業(yè)的客戶投訴機構的建立和管理體制的建立、現(xiàn)狀的分析及應對的措施。
[Abstract]:Customer complaint is the potential wealth of every tobacco enterprise. It is very necessary to establish a complete customer complaint organization. The customer complaint feedback is the service quality, level, ability and so on. In the era of rapid economic development, the competitiveness between enterprises has been enhanced in the form of invisible, and the rapid changes in the market have brought unprecedented challenges to the tobacco industry. The transition from administrative monopoly to service-oriented monopoly requires tobacco enterprises to establish customer complaint agencies. Adopt and organize customer's evaluation of tobacco company's service. Due to the continuous strengthening of globalization and the change of system, Chinese tobacco enterprises have been in a state of planned economy and incomplete market for a long time. In order to solve the problem of incomplete, tobacco enterprises should formulate new systems. In particular, the establishment and management of customer complaints should be placed in the first place. The researchers take sy tobacco enterprise in Hunan Province as the important object of this study, mainly divided into five parts. First of all, the research background, purpose and significance of this paper are described in detail, and the current research situation at home and abroad is also analyzed in detail, and the research framework of this paper is sorted out. The second is to put forward the theoretical basis as a summary of research, these theories are customer satisfaction, business strategy, customer complaints and so on, and has done the analysis to them. Thirdly, it analyzes the current situation of customer complaints of Hunan Tobacco Company, and makes investigation and analysis according to the present situation, and finally summarizes the problems. The fourth is to research the customer complaint system of Hunan Tobacco Company, make the request, put forward the rules and regulations, principles, ideas, and add the complaint idea and management idea, design the best complaint channel and management policy. The fifth is the conclusion. Through the research of this paper, the researchers concluded that the service system must be established in the future development of sy tobacco enterprises in Hunan province. The introduction of service concept can promote the good development of the whole enterprise, can retain more customers and the most effective grasp of customer needs, etc. Therefore, the purpose and significance of this study is the establishment of customer complaint organization and management system of Hunan sy tobacco enterprises, the analysis of the present situation and the measures to deal with it.
【學位授予單位】：廣西師范大學
【學位級別】：碩士
【學位授予年份】：2015
【分類號】：F721;F274

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本文編號：1980800