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当前,在竞争日趋激烈的商业零售市场上,如何进一步提升服务品质,真正满足现代消费者日益复杂的消费需求,在激烈的竞争中取胜,已成为我国现代商业零售企业亟待解决的问题。因此,服务手段和服务方式的改进,服务水平的不断提高,变得日益迫切。这就要求商业零售企业转变营销观念,开展服务营销,利用服务利润链理论进行管理,并不断进行服务创新,以优质服务取胜。
At present, in the increasingly competitive commercial retail market, how to further improve the service quality and truly meet the increasingly complicated consumption needs of modern consumers and win the fierce competition has become an urgent problem for the modern commercial retail enterprises in our country. Therefore, the improvement of service means and service methods and the continuous improvement of service levels have become increasingly urgent. This requires commercial retailers to change marketing concepts, service marketing, service profit chain theory to manage, and continuous service innovation, quality service to win.