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某家电企业曾经为消费者不断向媒体投诉自己服务不佳而头痛不已,但该公司自认为一向重视服务,何以消费者不买账呢?仔细分析诸多投诉后发现,消费者反映的服务质量问题都是由特约维修点造成的,并非公司的直接所为。但消费者却分不清其中的差别,只要所享受的服务质量不好,矛头就直接指向生产厂家。这是一个典型的服务链中断现象,这一现象困扰着众多的生产企业。由于服务链中断,很多企业付出了高额的服务费用,却没
A home appliance business has been for consumers continue to complain to the media their own poor service and headaches, but since the company that has always attached importance to service, why consumers do not buy it? Careful analysis of many complaints found that consumers reflect the quality of service problems are It is caused by the special maintenance point, not the company's direct. However, consumers can not tell the difference between them, as long as the quality of service they enjoy is not good, pointing directly to the manufacturer. This is a typical service interruption phenomenon, this phenomenon plagued a large number of manufacturing enterprises. Due to the interruption of service chain, many companies have paid high service fees, but not