摘要
针对国内汽车4S店服务核心流程同质化现象,在研究服务接触过程中的"真实瞬间"的基础上,利用服务质量感知及客户满意因素的理论,提出了影响4S店服务核心流程客户满意的8个维度,并依此分析了服务核心流程中各个"真实瞬间"的"高接触度服务"步骤的具体决定因素,建立服务竞争力的评价指标,最后给出提升4S店服务竞争力的若干措施。
To help domestic 4S store solve the consubstan-tial problem in service process,eight factors that in-fluence the customers satisfaction are put forwardbased on the study in the theory of the moment oftruth,service quality perception and customers satis-faction.Moreover,the specific decisive factors of theservice process are analyzed,the evaluation indexes ofservice competency are built and some advice to increase the 4S store s service competency is grant.
出处
《上海汽车》
2009年第9期41-45,共5页
Shanghai Auto
