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MBA毕业论文_变频器售后服务顾客感知价值评价模型及应用(57页).rar

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文本描述
摘要
本论文根据变频器产品和变频器售后服务的特点,结合实际F公司的售后服务现状,
依据以往学者关于顾客感知价值方面的研究,以及F公司所针对的客户的感知价值,主
要感知价值的驱动因素如:产品品质、快速响应、服务及时性、维护保养、投诉处理、
服务价格、备件供应、专业培训、服务管理水平、服务意识、团队水平、品牌推广、总
体形象等13个因素,最后建立了售后服务顾客价值感知层次结构模型,根据该评价模型,
分析出变频器行业售后服务所需要的驱动因素。并且根据各个因素之间的相互影响得到
各个驱动因素的权重,根据顾客价值感知的主要关注方面:功能价值、社会价值、情感
价值、便利价值和知识价值结合售后服务特点,找到最具影响力的驱动因子,最终能促
使变频器企业重视售后服务并可以让问题得到很好地解决,由此得到本文的预期效果。

通过建立售后服务顾客感知价值评价模型,根据评价模型得到售后服务中的驱动因子权
重,根据权重结合企业自身特点来加强与提高企业的售后服务能力,提升企业的竞争力,
这对于完善我国变频器售后服务理论具有重要的学术价值。

关键词:变频器;售后服务;价值感知
第II页
华东理工大学硕上学位论文
The inverter after-sales customer value perception evaluation model
F company as an example
Abstract
This thesis is based on the characteristics of the inverter and inverter after-sales service,
combined with the problems encountered by the actual F in the after-sales service process, and
in the after-sales service of the company F customers are mainly concerned about factors such
as: product quality, rapid response service timeliness maintenance, handling of complaints,
and the price of services,spare parts supply, professional training, the level of service
management, service awareness, team level branding and overall image, and finally
established after-sales customer value perception hierarchy model, based on the evaluation
model, analysis The inverter industry service need drivers. Weights and various driving factors
of the interaction between the various factors, according to the main concern of customer
value perception: functional value, social value, emotional value, convenience,value and
value of knowledge combined with after-sales service characteristics, eventually prompted
inverter enterprises emphasis on after-sales service, and can be a good solution to the problem,
and thus we get the desired effect. Through the establishment of after-sales customer
perceived value evaluation model, based on the evaluation model, the weight of the driving
factor in the after-sales service, combined with their own characteristics according to the
weight to strengthen and enhance the service capabilities, and to enhance the competitiveness
of enterprises, improve our inverter The alter-salcs service theory has important academic
value.
Keywords: Inverter; service; perceived value