【摘要】：本文基于服務(wù)營銷的服務(wù)傳遞運(yùn)行機(jī)理,首先分析了制造企業(yè)生產(chǎn)環(huán)節(jié)中的服務(wù)要素,對服務(wù)業(yè)服務(wù)傳遞與制造業(yè)運(yùn)營管理之間的關(guān)系進(jìn)行了探索,找到了二者結(jié)合的切入點(diǎn),然后構(gòu)建了制造業(yè)服務(wù)傳遞模式的模型,并對模型進(jìn)行了實(shí)證檢驗(yàn)。通過對哈爾濱哈飛汽車工業(yè)集團(tuán)的實(shí)證研究可以得出,服務(wù)傳遞與制造業(yè)的結(jié)合可以提高制造企業(yè)的生產(chǎn)率,提高規(guī)模經(jīng)濟(jì),促進(jìn)企業(yè)發(fā)展。制造業(yè)服務(wù)傳遞模式可以看作是強(qiáng)調(diào)服務(wù)要素的運(yùn)營管理,此模式存在一個服務(wù)傳遞的關(guān)鍵點(diǎn)——內(nèi)部服務(wù),通過協(xié)調(diào)企業(yè)與內(nèi)外部顧客之間的關(guān)系,可使企業(yè)內(nèi)部價(jià)值、內(nèi)外部顧客價(jià)值和諧統(tǒng)一,持續(xù)增長達(dá)到雙贏。
[Abstract]:Based on the operation mechanism of service marketing, this paper first analyzes the service elements in the production link of manufacturing enterprises, explores the relationship between service delivery and manufacturing operation and management, and finds the starting point of the combination of the two. Then the model of manufacturing service delivery model is constructed, and the model is empirically tested. Through the empirical study of Harbin Hafei Automobile Industry Group, it can be concluded that the combination of service delivery and manufacturing industry can improve the productivity of manufacturing enterprises, improve economies of scale and promote the development of enterprises. The manufacturing service delivery model can be regarded as emphasizing the operation and management of service elements. This model has a key point of service delivery-internal service. By coordinating the relationship between the enterprise and the internal and external customers, the internal value of the enterprise can be made. Internal and external customer value harmony and unity, sustained growth to achieve a win-win situation.
【作者單位】： 哈爾濱理工大學(xué)管理學(xué)院;
【基金】：黑龍江省教育廳人文社會科學(xué)研究項(xiàng)目(12512032) 黑龍江省科技廳攻關(guān)軟科學(xué)計(jì)劃項(xiàng)目(GC10D204)
【分類號】：F426.471

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本文編號：2478798