客户服务运作与信息不对称控制的实例研究

Instance Study on Customer Service Operation and Information Asymmetry Control

结合国内一家工程机械生产企业的客户服务运作的基本数据,进行了实证研究。以系统动力学(SD)概念模型为基础,采用Vensim软件建立了该企业完整的服务系统SD模型,并进行模型真实性检验。基于构建的SD模型,从产品价格信息不对称控制、被动服务信息不对称控制、服务运作策略控制以及信息策略重心调整四个方面进行了模拟研究,研究结果对于实例企业的客户服务运作具有重要的指导意义。

Combined with the basic datum of customer service operation of a domestic machinery manufacturing enterprise,an empirical study is given. Based on the SD conceptional model, the SD model of service system in the instance enterprise is constructed, and the validity of the model is tested. The simulative studies including information asymmetry control of product price, information asymmetry control of product quality, controls of service operation strategies and adjustment of information strategies are carried out, and the results are very important to the customer service operations of the enterprise.