基于服务标准化下“新零售”服务质量的提升研究——以“名创优品”为例

Research on the Improvement of "New Retail" Service Quality Based on Service Standardization——Take "MINISO" as an Example

互联网背景下中国服务业"标准化时代"将进入高水平发展阶段。"新零售"服务业以互联网为依托,通过大数据、人工智能等技术手段,将线上、线下以及现代物流进行深度融合,其发展程度已成为衡量企业服务现代化的重要标志。文章以"新零售"快消连锁店名创优品为研究对象,依据标准模型要素提出规范服务标准和提高服务质量的建议和方法。服务标准化的规范,服务质量的提升对增加顾客满意度,增强企业综合竞争力有重要的意义。

In the context of the Internet,the 'era of standardization' in China’s service industry will enter a high level of development.The 'new retail' service industry will rely on the Internet to integrate online,offline and modern logistics through the use of big data and artificial intelligence. Its degree of development has become an important symbol of enterprise service modernization. This paper takes MINISO,a brand of fast retail chaining store,as the research object,and proposes suggestions and approaches to standardizing services and improving quality according to standard models. The standard of service standardization and the improvement of service quality are of great significance to increase customer satisfaction and enhance the overall competitiveness of enterprises.