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论文编号：	7054
作者编号：	2120122756
上传时间：	2014/12/11 9:40:04
中文题目：	天津市锦泰工贸公司服务管理策略研究
英文题目：	Study of Tianjin Jintai industrial and Trade Co.,Ltd Service Management Strategy
指导老师：	刘建华
中文关键字：	焊接产品 代理企业 服务管理 顾客满意度 顾客忠诚度
英文关键字：	Welding products; Agent enterprise; Service management; Clients’ satisfaction degree; Clients’ loyalty degree
中文摘要：	摘　要随着我国国民经济的高速发展，焊接行业在国民经济中的作用越来越重要，而在焊接行业当中，焊接产品的代理企业又是这其中很大的一个群体，他们在焊接产品的生产商和客户之间起着桥梁和纽带的作用，为焊接产品生产企业解决了销售问题，同时又为焊接产品的使用企业解决了服务问题。在当前焊接产品的代理企业中，每一家代理企业的实际情况又各有不同，规模大一些的代理商年销售额大约有二到三个亿左右，小一些的代理商年销售额也就几十万，但无论是规模大一些的代理商，还是规模小一些的企业现在都不同程度地会面临服务质量管理方面的问题，产品销售出去，不能够为客户提供很好的服务，不能及时响应客户的需求，从而造成客户对产品的服务不满意，进而客户对企业的服务不满意，造成这种局面有多方面的原因，有的是产品销售价格过低，不能提供很好的产品或者不能提供很好的售后服务，有的是由于代理企业的人员素质不高，不能很好地和客户沟通；再有就是企业的信息反馈不够及时，不能对客户反映的问题及时响应；更有甚者代理企业只管把产品销售出去，根本就没有服务部门，不能使客户满意。本文针对焊接产品代理企业的现状和外部环境进行简要介绍，运用服务管理方面的相关理论，深刻分析了天津市锦泰工贸公司面临服务管理方面的问题，找出企业提高服务管理水平的方法：首先通过服务质量五维度并结合公司实际情况来提高企业的服务质量；其次通过牢固树立客户满意理念，运用客户满意期望模型，奉行客户至上等方式来提高客户对企业的满意度；最后通过增加产品的附加价值，增强与客户互动活动和感情交流，并树立以客户为中心的经营理念，以达到提高客户的忠诚度、使客户对天津市锦泰工贸公司服务管理水平满意的目的，从而保持企业竞争力，促进公司和谐有序的发展。本文在撰写过程中严格遵循真实性的原则，采用理论联系本企业实际的研究方法，着重研究了服务管理的策略，对于提升天津市锦泰工贸公司的服务管理水平具有现实的指导意义，同时为其他焊接产品代理企业在服务管理方面提供了一些借鉴和启迪。 关键词：焊接产品；代理企业；服务管理；顾客满意度；顾客忠诚度
英文摘要：	Abstract With the rapid development of our national economy, the welding industry is playing an increasingly important role in it. The agent enterprises of welding products, who link the manufacturers and clients, and who help the manufacturers with sales and help the enterprises using welding products with service, are a large group in the welding industry. The agent enterprises of welding products differ at present. The sale of a large agent can reach about 200 to 300 million RMB, while that of a small one is only several hundred thousand RMB. A lot of agent enterprises may face the problem of service quality management no matter how big or small they are. A client may be not satisfied with the service of the products, and furthermore, it may feel disappointed at the service of the enterprise if it can’t offer high quality service for the client after the products are sold, or it can’t meet the client’s need timely. The reasons are various: some products are sold at a low price so that high quality products or after-sale service can’t be provided; the employees at some agent enterprise do not have the high makings so that they can’t communicate well with the clients; the information feedback of some enterprises is not timely so that they can’t react fast enough to the clients’ demands; even some agent enterprises have no after-sale departments so that no service is offered after the products are sold. The paper gives a brief introduction to the present condition and external environment of agent enterprises of welding products, and makes a profound analysis of service management problem at Tianjin Jintai Industrial and Trade Company based on the relevant theory about service management in order to find a way out for the improvement of service management of the company. To be specific, firstly improve the service quality by putting the five-dimensional service quality into the practice of the company; secondly improve the clients’ degree of satisfaction by firmly setting up the concept of clients’ satisfaction degree, employing the clients’ satisfaction degree model and insisting on Clients First; lastly improve the clients’ loyalty degree by increasing the added value of products, interactive activities and emotional communication and setting up the client-centered concept as well in order to make the clients feel satisfied with the service management of Tianjin Jintai Industrial and Trade Company, keep its competitive power and improve its harmonious and orderly development. The paper, closely following the authenticity theory in writing, adopts the research method of linking related theory and the present condition of our company, emphatically conducts a research of service management strategies, has a realistic and guiding impact on the improvement of service management level at Tianjin Jintai Industrial and Trade Company and provides the reference and enlightenment for other agent enterprises of welding products. Key words: Welding products; Agent enterprise; Service management; Clients’ satisfaction degree; Clients’ loyalty degree
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