信息系统依托下小家电制造企业售后服务开发模型:案例分析  

Model on After-sale Service Development of Small Home Appliance Enterprises in Information System-enabled Environment:Case Study

作　　者：张志颖[1] 孙萌[1] 

机构地区：[1]河北工业大学经济管理学院,天津300400

出　　处：《技术经济》2016年第12期38-45,共8页Journal of Technology Economics

基　　金：国家社会科学基金青年项目"信息系统对服务型制造网络中商务关系的影响研究"(12CGL112)

摘　　要：以中国小家电制造企业——"小狗"的"嗨修"售后服务为案例研究对象,采用单案例研究方法,识别出信息系统依托下小家电制造企业售后服务开发参与者——制造企业、代工厂、物流公司和顾客,分析了信息系统在售后服务开发过程中各阶段的具体作用。在此基础上,探索售后服务开发参与者关联特征,构建了信息系统依托下制造企业售后服务开发模型。结果表明:制造企业与联盟企业合作搭建信息系统,通过倒逼产业链升级和倒逼服务体系升级两种激励机制驱动参与者共同完成售后服务开发的11个阶段。Taking the after-sale service of Xiao Gou, ＂Hi Repair＂ ,as the case study object,this paper uses the method of single-case analysis todetermine the participants in after-sale service development process including manufacturing enterprise, contract manufacturer,logistics companyand customers. And it analyzes the roles of information system in every phase of after-sale service development process. Then it explores thelinked characteristics of participants,and sets up a after-sale service development model for manufacturing enterprise in the information system-enabled environment. The results show as follows：manufacturing enterprise and alliance enterprises construct information system together;man-ufacturing enterprise as the core enterprise integrating participants promote all participants to complete the eleven phase of after sales service de-velopment process through the mechanism of forcing the upgrade of industry chain and service system.

关 键 词：售后服务开发 新服务开发 小家电制造业 案例研究 信息系统 

分 类 号：F426.6[经济管理—产业经济]