基于让渡价值理论的检验检测行业客户服务策略研究  

Research on Customer Service Strategies of Inspection and Testing Industry Based on Theory of Customer Delivered Value

作　　者：樊聪 吴霞 牛凤言 吴巧丽 FAN Cong;WU Xia;NIU Fengyan;WU Qiaoli(Zhejiang Fangyuan Test Group Co.,Ltd.)

机构地区：[1]浙江方圆检测集团股份有限公司

出　　处：《中国标准化》2023年第11期192-195,共4页China Standardization

基　　金：浙江方圆检测集团股份有限公司自立科技项目(项目编号:ZL202122)资助。

摘　　要：本文以客户让渡价值理论在检验检测机构应用为指导,以延伸综合服务、创造服务价值、提升员工专业素养、打造良好的企业文化、共享检测资源、创新运营模式为着力点,对内提升产品价值,增强服务价值,提高人员价值,增加形象价值;对外减少客户的货币成本、时间成本,获得检测服务的精神成本和体力成本,探索使客户在消费过程中真正感受到超过期望的商品价值,提高其对检验检测机构的满意度和忠诚度,从而增强检验检测机构核心竞争力。Based on the application of the theory of customer delivered value in inspection and testing institutions, the paper focuses on extending comprehensive services, creating service value, improving professional quality of employees,building a good corporate culture, sharing testing resources, and innovating the operation mode, so as to improve the product value, enhance service value, improve personnel value, and increase image value. Also, the paper seeks to reduce customers' monetary cost, time cost, mental cost and physical cost to obtain testing services, and explores how to make customers truly feel the value of goods that exceed expectations in the process of consumption, improving their satisfaction and loyalty to inspection and testing institutions, and enhancing the core competitiveness of inspection and testing institutions.

关 键 词：客户让渡价值 检测 客户服务 

分 类 号：F274[经济管理—企业管理] F203[经济管理—国民经济]