g公司客户服务分析

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1、AbstractGCorporation’SparentcompanyisaKoreanmultinationalcompany,themainbusinessfieldsareElectronics，Chemistryandetc．GCorporationisherwhollyownedsubsidiarycompanyinChina，affiliatedwithChemicalbuildingmaterialdivision，PVCprofileforwindowsanddoorsisitsmainproduct．TodayC

2、hinaisamarketwheresupplyobviouslyexceedsdemand．Inthiscondition,thecompetitionisverydramaticinthisindustry,notonlytakeplaceonthenormalproductlevel，butalsoincludeproduct，quality,cost，deliveryetc．，what’Smore，thegapbetweencompaniesisbecomingsmallerandsmaller．Inordertoavoi

3、dthecompetitionofprice，GCorporationwantstousethecombinedstrategytoimprovetheadvantagesofthecompany,thecorecontemofthestrategyisstrengtheningtheproductdevelopment，producingthedifferentproductswithothercompanies，meanwhile，settingupcustomerservicesystemandimprovingtheabi

4、litytosatisfythecustomers．TKssystemnotonlyincludesaftersalesservice．butalsopaysmoreattentiont0beforesalesandduringsalesservice；weconcelTlbothinternalandexternalcustomersatisfaction。ThisthesisanalysesGCorporationanditsfield．ItanalyzesGCorporation’Smarketbackground，indu

5、stryenvironmentanditselfindetailbynormalmarkettheory．Sothatweconcludethenecessityandfeasibilityofsettingupthecustomerservicesystem．Ⅵ1at’Smore．itgivesthemethodofhowtodoit．Theaimofthisthesisisestablishingagoodcustomerservicesysteminordertoimprovethesatisfactionandloyalt

6、yofcustomers，reducethelossofcustomers，andenhancethecompatibilityofthecompany．Atlast，itevaluatesitscorrectnessbymarketsurvey．ThisthesishastherealisticguidancesensetosolvetheproblemthatfacesGCorporation．Thecustomers’servicesystemthatismentionedinthisthesisalsocanbesprea

7、dtootherbigbuildingmaterialcompanies．Keywords：CustomerService，ServiceQuality,CustomerSatisfaction，CustomerLoyalty,ChemicalBuildingMaterialIndustryII目录第一章绪论⋯⋯⋯⋯⋯⋯⋯⋯⋯．⋯⋯⋯⋯⋯⋯1第一节研究背景与问题提出⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯1第二节研究目的与意义⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯．2第三节研究方法与研究内容⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯41，3．1研究方法⋯⋯⋯⋯⋯⋯⋯⋯⋯

8、⋯⋯⋯⋯⋯⋯⋯⋯⋯．41．3．2研究内容⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯．4第二章相关理论回顾⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯．．6第一节客户服务相关理论⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯．．72．1．1客户服务的内涵⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯．72．1