【摘要】：近十年來(lái)，隨著中國(guó)國(guó)內(nèi)醫(yī)院的現(xiàn)代化建設(shè)不斷深入，越來(lái)越多的醫(yī)院開(kāi)始引進(jìn)自動(dòng)化物流傳輸系統(tǒng)。自動(dòng)化物流傳輸系統(tǒng)因?yàn)榭梢源蟠筇岣哚t(yī)院內(nèi)部物流效率，節(jié)約人力，減少傳輸差錯(cuò)而受到廣泛歡迎。中國(guó)內(nèi)地已經(jīng)成為眾多自動(dòng)化物流系統(tǒng)品牌當(dāng)前最為關(guān)注的新興市場(chǎng)。隨著自動(dòng)化物流傳輸系統(tǒng)市場(chǎng)日趨成熟，更多的客戶的關(guān)注焦點(diǎn)從物流自動(dòng)化系統(tǒng)的硬件本身轉(zhuǎn)向了客戶服務(wù)。能否向用戶提供滿意的客戶服務(wù)成為客戶選擇品牌的重要標(biāo)準(zhǔn)之一。 史威格是一家專門(mén)提供醫(yī)院物流自動(dòng)化產(chǎn)品和解決方案的外資公司。作為最早進(jìn)入中國(guó)市場(chǎng)和在國(guó)內(nèi)建立獨(dú)資子公司的海外物流自動(dòng)化系統(tǒng)品牌，史威格憑借先進(jìn)的技術(shù)和優(yōu)秀產(chǎn)品質(zhì)量，成為國(guó)內(nèi)物流自動(dòng)化產(chǎn)品銷售量和市場(chǎng)占有率第一的品牌。然而優(yōu)異的銷售成績(jī)背后，是日益凸顯的一系列客戶服務(wù)問(wèn)題：客戶滿意度不高，產(chǎn)品使用率低下，客戶服務(wù)部門(mén)的盈利能力差等�？蛻舴⻊�(wù)問(wèn)題已經(jīng)開(kāi)始影響史威格在中國(guó)的品牌影響力和產(chǎn)品口碑。史威格急需要發(fā)展一套新的客戶服務(wù)發(fā)展策略，，糾正目前存在的問(wèn)題，改善服務(wù)現(xiàn)狀。 本文從感知服務(wù)質(zhì)量理論，服務(wù)質(zhì)量差距模型和服務(wù)利潤(rùn)鏈理論為基礎(chǔ)，圍繞客戶、代理商和史威格三個(gè)方面對(duì)史威格目前在客戶服務(wù)上存在的問(wèn)題和原因進(jìn)行分析和研究，發(fā)現(xiàn)服務(wù)質(zhì)量低下是史威格當(dāng)前急需解決的核心問(wèn)題，提出了內(nèi)部服務(wù)質(zhì)量改進(jìn)策略和外部服務(wù)質(zhì)量改進(jìn)策略，制定以提高內(nèi)部服務(wù)質(zhì)量和管理外部客戶期望為主，支持配套方案為輔的實(shí)施方案。本文認(rèn)為，服務(wù)質(zhì)量低下是導(dǎo)致了客戶不滿意的核心原因。提高內(nèi)部服務(wù)質(zhì)量，實(shí)現(xiàn)員工滿意，可以顯著提高整體服務(wù)質(zhì)量。此外，重視客戶期望對(duì)服務(wù)質(zhì)量的影響，管理好客戶期望對(duì)提高服務(wù)質(zhì)量同樣重要。
[Abstract]:In the past ten years, with the deepening of the modernization of Chinese hospitals, more and more hospitals began to introduce automated logistics transmission systems. Automated logistics transmission system is widely welcomed because it can greatly improve the efficiency of internal logistics, save manpower and reduce transmission errors. The mainland of China has become the most important emerging market for many brands of automated logistics systems. As the market of automated logistics transmission system becomes more mature, more and more customers' focus of attention has shifted from the hardware of logistics automation system to customer service. Whether the customer can provide satisfactory customer service has become one of the important criteria for the customer to choose the brand. Swagger is a foreign company specializing in providing hospital logistics automation products and solutions. As the first overseas logistics automation system brand to enter the Chinese market and establish a wholly owned subsidiary in China, Swagger relies on advanced technology and excellent product quality. Become the domestic logistics automation product sales volume and market share of the first brand. However, the outstanding sales results are increasingly prominent series of customer service problems: low customer satisfaction, low product utilization rate, poor profitability of customer service departments, and so on. Customer service issues have begun to affect the brand influence and product reputation in China. Swagger urgently needs to develop a new customer service development strategy to correct existing problems and improve service status. On the basis of perceived service quality theory, service quality gap model and service profit chain theory, this paper analyzes and studies the problems and causes of Schweig's customer service from three aspects: customer, agent and Swagger. It is found that the low service quality is the core problem that Schweig urgently needs to solve at present. This paper puts forward the internal service quality improvement strategy and the external service quality improvement strategy to improve the internal service quality and the management external customer expectation. Support the implementation of supporting programs. This paper believes that the low quality of service is the core cause of customer dissatisfaction. Improve internal service quality, achieve employee satisfaction, can significantly improve the overall service quality. In addition, it is also important to pay attention to the influence of customer expectation on service quality, and to manage customer expectation well to improve service quality.
【學(xué)位授予單位】：上海外國(guó)語(yǔ)大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2014
【分類號(hào)】：F274;F253.9

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