通讯数码类零售企业的服务质量管理研究——以某公司为例  

Research on Service Quality Management in Communication and Digital Retail Enterprises——A Case Study of a Company

作　　者：雷虹天 Lei Hongtian(Chengdu Branch of CETC Taili Communication Technology Co.,Ltd.,Chengdu,Sichuan 610031)

机构地区：[1]中电科太力通讯科技有限公司成都分公司,四川成都610031

出　　处：《中国商论》2024年第1期151-154,共4页China Journal of Commerce

摘　　要：在通讯数码零售行业,提供优质的服务质量是企业赢得竞争优势和客户忠诚度的关键。本文以某通讯数码零售企业为例,分析了该企业在服务质量管理方面存在的问题,并提出相应的改进措施和建议。文章首先介绍了服务质量管理的概念和重要性;其次,分析了该企业在服务质量管理方面存在门店客户投诉、纠纷处理、信息同步延迟等问题;最后,提出了提升服务质量管理的改进措施和建议。通过加强服务质量管理,企业可以有效提高运营效率和效益,提升品牌形象和市场地位,赢得顾客的信任和支持,实现企业的长期发展。In the communication and digital retail industry,providing high-quality service is crucial for gaining a competitive advantage and customer loyalty.Taking a specific communication and digital retail enterprise as a case study,this paper examines the issues in service quality management and proposes corresponding improvement measures and suggestions.The paper begins by introducing the concept and importance of service quality management.Subsequently,it analyzes the problems in service quality management:customer complaints,dispute resolution,and delays in information synchronization within the enterprise.Finally,the paper puts forward recommendations and measures to enhance service quality management.By strengthening service quality management,the enterprise can effectively improve operational efficiency and benefits,enhance brand image and market position,gain customer trust and support,and achieve long-term development.

关 键 词：通讯数码 零售服务 质量管理 门店管理 数码产品 

分 类 号：F279.23[经济管理—企业管理]