中国零售业服务链战略模型的理论及实证分析

A Theoretical and Empirical Analysis of Service Chain Strategy of Retailing in China

中国零售业在国际化的竞争下,面临着生存和发展的威胁。本文通过对零售业服务链内涵及组成结构的理论分析和实证检验,探讨了中国零售业服务链模型,以期实现顾客价值增值为最终驱动力。该模型以核心业务流程为中心,可以降低顾客成本,培养顾客忠诚度,提高顾客满意度,最终达到提高中国零售企业核心竞争力,获得长期竞争优势的目的。

Under the competition of internationalism, China retail trade is facing threat of existence and development. By the definition of service chain content of retail trade and analyses of composition structure , the message probes into construction of service chain strategy of China retail trade , aiming at realizing the appreciation of customers＇ value as final driving power , centralizing core business process , decreasing customersr cost, and nurturing loyalty degree of customers, enhancing satisfaction degree of customers, and final achievement is to improve core competition power of re- tailing enterprise and maintain long-term competition.