在很多行业和绝大多数的市场上,企业单纯地依靠有形产品或核心服务,实际上已经无法建立起持续竞争优势。企业的经营活动要为顾客提供有价值的服务产品,而且服务产品要优于竞争对手。企业之间的竞争实际上就是服务竞争,越来越多的零售企业将服务作为竞争的新手段,以提高核心竞争力、获得绩效优势。 In many industries and the vast majority of markets, companies simply can not rely on tangible products or core services to establish a sustainable competitive advantage. Business activities to provide customers with valuable service products, and service products outperform their competitors. In fact, competition among enterprises is service competition. More and more retailers regard service as a new means of competition in order to enhance their core competitiveness and obtain performance advantages.