I 摘要 智能手机的普及，衍生出巨大的手机维修市场。然而，智能手机维修市场繁荣 发展的同时，智能手机维修市场的诸多弊端也日益凸显：官方售后条件苛刻、维修 门槛高；非官方售后维修价格不透明、报价普遍偏高、山寨配件横行、手机原件有 掉包的风险、维修质量良莠不齐。这不仅严重损害了智能手机消费者的权益，也不 利于智能手机维修行业平稳、有序、健康的发展。面对机遇与威胁并存的手机维修 市场，邯郸“1 小时”手机快修亟需在纷繁复杂的手机维修环境中寻求突破，充分发 挥其手机维修方面的技术优势和品牌影响力，不断提升自身的核心竞争力。 本文以“1 小时”手机快修在邯郸市的发展为例，重点对邯郸“1 小时”手机快 修与其直接竞争对手官方售后及街边个人维修展开核心竞争力 SWOT-CLPV 的定量 分析，得出邯郸“1 小时”手机快修核心竞争力方面存在的主要问题：客户群被动低 频，客户粘性差；品牌优势不突出，品牌效应不明显；技术创新不足，手机维修质 量待提升；服务效率低下，工作负荷不规律；管理制度不健全，协同服务能力不足； 企业文化力弱，员工凝聚力较差；供应链管理能力不足，缺乏成本竞争力。并据此 提出邯郸“1 小时”手机快修核心竞争力的提升路径：从提升顾客服务体验、提高管 理服务效率、增强技术创新能力和优化成本管理四个方面提升邯郸“1 小时”核心竞 争力，实现邯郸“1 小时”手机快修“多、快、好、省”的发展。 具体地，①增强顾客品牌认同、提升顾客服务体验、延伸顾客服务内容、增加 顾客服务粘性，提升顾客服务体验进而提升核心竞争力；②提升维修服务效率、健 全组织管理制度、打造知识共享型企业文化，提高管理服务效率进而提升核心竞争 力；③搭建技术知识学习平台、提供技术创新激励机制、重视员工职业培训工作， 增强技术创新能力进而提升核心竞争力；④强化手机配件分类采购：常用新机型— —“1 小时”定期供应，常用旧机型——适量批发囤积，不常用旧机型——本地即时 采购，不常用新机型——“1 小时”快速采购，优化成本管理进而提升核心竞争力。 关键词：邯郸“1 小时”；核心竞争力；SWOT-CLPV 分析；提升策略Abstract II Abstract The popularity of smart phones has spawned a huge market for mobile phone maintenance. However, with the prosperity and development of the smartphone maintenance market, many disadvantages have been prominent. The conditions for official after-sales service are harsh and the threshold for maintenance is high. The price of non-official after-sales maintenance is not transparent, the price is generally on the high side, shanzhai accessories are rampant, there is a risk of replacement of mobile phone parts, the quality of maintenance is uneven. All of this damages the rights and interests of smart phone consumers seriously, goes against the development of the smart phone maintenance industry stably, orderly, healthy as well. Facing the mobile phone maintenance market with both opportunities and threats, Handan 1 hour mobile phone repair urgently needs to seek breakthroughs in the complicated mobile phone maintenance environment, give full play to its technical advantages and brand influence in mobile phone maintenance, and constantly improve its core competitiveness. Taking the development of 1 hour mobile phone quick repair in Handan city as an example, this paper conducts a quantitative SWOT - CLPV analysis of core competitiveness, focus on Handan 1 hour mobile phone quick repair, their direct competitors official after-sales service and street personal maintenance. Then the paper concludes the existing main problems in the core competitiveness of Handan 1 hour mobile phone quick repair: Passive low-frequency customer base and poor customer stickiness; unobtrusive brand advantage and unconspicuous brand effect; Lack of technological innovation and promoting mobile phone maintenance quality; Low service efficiency and irregular workload; Imperfect management system and insufficient collaborative service ability; Weakly enterprise culture and poor staff cohesion; Lack of supply chain management ability and lack of cost competitiveness. The four improvement path of core competence of Handan 1 hour mobile phone quick repair is proposed accordingly: improving customer service experience, improving the efficiency of management and service, enhancing the capacity of technical innovation and optimizingAbstract III the management cost, enhancing the core competence of Handan 1 hour mobile phone quick repair to more, faster, better, province. Specifically, ① to improve customer service experience by enhancing customer brand identity, enhancing customer service experience, extending customer service content and increasing customer service stickiness. ② to improve the efficiency of management services and enhance the core competitiveness by improving the efficiency of maintenance services, improving the organizational management system and building a knowledge-sharing enterprise culture. ③ to enhance the technological innovation ability by building a platform for learning technical knowledge, providing an incentive mechanism for technological innovation and attaching importance to the vocational training of employees. ④ to optimize cost management and strengthen the classified procurement of mobile phone accessories: 1 hour regular supply for common new mobile phone spare parts, appropriate amount of wholesale stock for common old, local instant purchase for uncommon old and 1 hour quick purchase for uncommon new. Keywords: Handan 1 hour; Core competence; SWOT - CLPV analysis; Promotion strategy目 录 目 录 摘要....................................................................................................................................I ABSTRACT......................................................................................................................... II 第 1 章 绪 论.......................................................................................................................1 1.1 研究背景和意义........................................................................................................ 1 1.1.1 研究背景............................................................................................................. 1 1.1.2 研究意义............................................................................................................. 2 1.2 国内外文献综述........................................................................................................ 2 1.2.1 国外文献综述..................................................................................................... 2 1.2.2 国内文献综述..................................................................................................... 5 1.3 研究内容与研究方法................................................................................................ 7 1.3.1 研究内容............................................................................................................. 7 1.3.2 研究方法............................................................................................................. 8 1.3.3 技术路线............................................................................................................. 8 1.4 创新点...................................................................................................................... 10 第 2 章 理论基础...............................................................................................................11 2.1 企业核心竞争力.......................................................................................................11 2.1.1 核心竞争力的概念............................................................................................11 2.1.2 核心竞争力的特征........................................................................................... 12 2.2 核心竞争力的培育和提升路径.............................................................................. 12 2.3 个人知识管理理论.................................................................................................. 13 2.3.1 个人知识管理的概念....................................................................................... 13 2.3.2 知识转化理论................................................................................................... 14 2.4 SWOT-CLPV 分析方法..........................