顾客服务模式选择及顾客服务组织匹配问题的研究

Customer Service Pattern Options and Customer Service Organizations

顾客服务模式是指企业利用人员或设备满足顾客某种要求的行为过程的标准形式。顾客服务模式分为机械型顾客服务模式和情感型顾客服务模式两大类。企业进行顾客服务模式选择的基本依据主要有两项:目标市场需求分析和服务竞争战略分析。顾客服务组织要从决策管理层、接触实施层与所选择的顾客服务模式相匹配。

Customer service pattern is denoted as the standard form of enterprise behavior to satisfy certain customer demand with enterprise personnel and facilities. Customer service pattern is divided into mechanical type customer service pattern and emotional type customer service pattern. Based on the goal market demand analysis and the service competition strategy analysis it is assumed that the enterprise carries out the options for customer service pattern, which call in for the correspording customer service organization at the levels of decision-making and implementation.