试论服务战略的实施  

Discussing the Practice of Service Strategy

作　　者：陈敏[1] 

机构地区：[1]福州大学管理学院,福建福州350002

出　　处：《吉林省经济管理干部学院学报》2001年第4期23-25,共3页Journal of Jilin Province Economic Management Cadre College

摘　　要：服务战略的核心是把服务融入产品中 ,依靠各种服务和顾客关系的各种要素确立竞争优势。强调服务战略 ,并不是贬低技术质量战略、价格战略和形象战略的作用 ,而是把战略思考和管理决策的重心放在服务上。The core of service strategy is to blend the service into products.We can establish competitive superiority by all kinds of service and elements between the seller and the customer.We emphasize the service strategy,but it doesn't mean to preach down the effect of technique quality strategy,price strategy and image strategy.Using service strategy is only to put the emphasis of strategy thinking and management decision on service.

关 键 词：顾客关系 顾客满意 内部营销 服务战略 企业 

分 类 号：F274[经济管理—企业管理] F713.3[经济管理—国民经济]