网络零售企业服务蓝图的构建与流程优化  

Construction and Process Optimization of Service Blueprint for Online Retail Enterprises

作　　者：王国顺[1] 胡国武[1] 

机构地区：[1]北京工商大学商学院,北京100048

出　　处：《北京工商大学学报（社会科学版）》2014年第6期1-7,共7页JOURNAL OF BEIJING TECHNOLOGY AND BUSINESS UNIVERSITY:SOCIAL SCIENCES

基　　金：国家自然科学基金项目(71172183);北京市哲学社会科学规划重点项目(10Ab JG376);北京市教育委员会科技创新平台项目(PXM2013_014213_000052)

摘　　要：随着互联网的普及,网络零售业也得到了迅猛的发展,如何优化我国网络零售的服务流程变得非常重要。文章通过构建网络零售企业的服务蓝图,对其服务过程、关键点、整体服务流程等环节进行了细致分析,提炼出优化服务流程的方法与路径,从而为网络零售企业提供有益借鉴与参考。With the popularization of the Internet, the online retail industry has been developing rapidly, too. Therefore, it has become very important how to optimize the service process of China＇s online retail. By constructing the service blueprint for the online retail enterprises, this paper carefully analyzes the service process, the key point, the whole service process, etc. and refines the paths and methods to optimize service process, which provides some useful reference for online retail enterprises ac- cordingly.

关 键 词：网络零售 服务蓝图 体验点 服务体验 

分 类 号：F724.6[经济管理—产业经济] F713.32