摘要
改革开放以来,我国市场环境发生了深刻变化,买方市场形成,消费需求向多元化、个性化发展,市场竞争日趋激烈,然而零售市场中存在的降价欺诈和不正当竞争以及零售商经营思想腐败等问题严重制约着零售业的健康发展。文章提出,不断提高服务质量,扩大服务范围,完善服务设施,更新服务内容,通过服务创新,实现顾客满意,培养顾客忠诚,已成为零售企业的重要竞争手段。
Today unfair competition in the distribution market hampers the development of the distribution industry.To foster customers' loyalty through services innovation, which includes upgrading the quality of service, widening the scope of services, and so on,became an important means to compete.
出处
《中国流通经济》
CSSCI
2004年第4期17-20,共4页
China Business and Market
关键词
零售企业
市场竞争
顾客忠诚
服务质量
中国
commercial establishments in the distribution industry
the innovation of services
customers satisfaction
