制造企业服务嵌入时机及策略研究

被引：3

作者：

陈菊红 ^{[1
]}

李小惠 ^{[1
]}

姚树俊 ^{[1
,2
]}

和征 ^{[1
,3
]}

机构：

[1] 西安理工大学经济与管理学院

[2] 西安财经学院管理学院

[3] 不详

来源：

科技进步与对策 | 2015年 / 32卷 / 02期

关键词：

服务嵌入; 服务嵌入时机; 服务嵌入程度; 服务嵌入策略; 客户细分;

D O I：

暂无

中图分类号：

F425 [工业企业组织和经营管理]; F274 [企业供销管理];

学科分类号：

1201 ;

摘要：

服务嵌入是制造企业提升市场竞争力的重要措施。为确定制造企业服务嵌入时机,首先从客户价值角度对客户进行细分,分析不同客户的价值感知过程,判定客户满意度;其次,从企业价值出发,探讨产品成本递减规律和服务成本递增规律,进而确定产品服务总成本曲线,获得总成本最低点。结合客户满意度和企业总成本确定服务嵌入时机,并针对不同类型客户提出相应的服务嵌入策略。最后,以陕西重型汽车有限公司为实例,对其实施服务型制造战略进行了验证。

引用

页码：104 / 109

页数：6

共 26 条

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