K公司服务创新研究

发布时间：2018-04-01 21:24

本文选题：体外诊断　切入点：服务创新　出处：《哈尔滨理工大学》2014年硕士论文

【摘要】：随着时代的进步和科技的发展，健康越来越受到人们的重视。同时医疗器械产业得到迅猛的发展，体外诊断行业成为整个医疗器械产业的重要分支。近年来国内外体外诊断企业纷纷抢滩中国市场，经过多年的发展，市场竞争日益激烈。在产品日趋同质化的情况下，企业的管理者面临着巨大的挑战：如何满足客户来提高市场的占用率。服务作为产品的外延已经成为众多厂商争夺客户的重要阵地，优质的服务为企业快速地占领市场，降低服务成本，提高服务质量，保持企业的持续稳健发展。面对当前复杂的市场环境，售后服务竞争激烈不断加剧，每家企业都在绞尽脑汁思考怎样在严酷的市场环境中保持不败之地，而K公司是国内知名的体外诊断产品供应商，因此本文以K公司售后服务为研究对象，从服务创新的角度来试探改善服务的方法，提高服务质量及客户满意度，，将服务创新理论应用于服务管理实践中，为体外诊断企业提供决策依据及营销建议。本文在综述国内外有关服务创新的相关理论基础上，结合体外诊断行业发展的特点，阐述了体外诊断企业如何在服务创新的角度提升现有的服务质量优化服务流程。研究了K公司目前的技术服务现状和竞争对手状况，分析K公司进行服务创新的驱动力。依据服务创新模型理论，构建K公司的新的技术服务体系。最后，结合服务体系评价的理论对K公司技术服务做了全方位的评价。
[Abstract]:With the progress of the times and the development of science and technology, people pay more and more attention to health.At the same time, the medical device industry has a rapid development, in vitro diagnosis industry has become an important branch of the medical device industry.In recent years, domestic and foreign in vitro diagnostics enterprises have seized the Chinese market, after years of development, the market competition is increasingly fierce.With the increasing homogeneity of products, the managers of enterprises are faced with great challenges: how to meet the needs of customers to improve the market occupancy rate.In the face of the current complex market environment, the competition for after-sales service is becoming more and more intense. Every enterprise is racking its brains to think about how to maintain an invincible position in the harsh market environment, and K Company is a well-known domestic supplier of external diagnostic products.Therefore, this paper takes the after-sales service of K Company as the research object, tries to explore the methods of improving service from the angle of service innovation, improves service quality and customer satisfaction, and applies the theory of service innovation to the practice of service management.To provide decision-making basis and marketing advice for in-vitro diagnosis of enterprises.On the basis of summarizing the relevant theories of service innovation at home and abroad and combining with the characteristics of the development of in vitro diagnosis industry, this paper expounds how to improve the existing service quality optimization service flow in the service innovation angle of the in vitro diagnosis enterprise.This paper studies the current situation of technology service and competitors of K Company, and analyzes the driving force of service innovation in K Company.According to the theory of service innovation model, the new technology service system of K Company is constructed.Finally, based on the theory of service system evaluation, the technology service of K Company is evaluated in all directions.
【学位授予单位】：哈尔滨理工大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F274;F426.4

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