【作者】 张鹏；

【导师】 姜旭平；

【作者基本信息】 清华大学 ， 工商管理， 2004， 硕士

【摘要】 企业怎样才能更好的生存和发展?随着时代的发展和变化,人们对于这个问题的看法也在发生着剧烈的变化。对于企业竞争重点的研究发现,竞争的重点正逐步从产品、技术、渠道向服务转移。人们对于服务的认识经历了一个由成本费用中心向核心竞争能力的转变,提出:当前企业面临的是服务竞争,必须树立服务竞争战略,创建服务企业。服务竞争战略的提出是有其原因和背景的。本文也试图从企业生存环境、企业价值创造过程和企业战略选择的假设分析三个层面进行分析。企业生存环境的变化,是服务竞争战略产生和提出的背景。企业价值创造和实现过程以及企业战略选择的假设不同,因此对于顾客之于企业意义的认识也不同,在企业战略选择和制定上也就不同。服务竞争战略的提出,给企业的战略和战术层面的运作带来了根本性的变革。这些变化使得我们原本习以为常的企业宏观管理和微观运作理念和做法带来了冲击。在树立了服务竞争战略观之后,构建一个服务企业就成为企业的必然选择。本文也试图结合着不同企业的案例,就如何构建服务企业进行了论述。更多还原

【Abstract】 How does the corporate survive and get further development in the market? People’s opinions on this question had changed and will be changing greatly.Studies on the area of the focus of competition shows that the focus has shifted from product to technology, to channel in the last century and is shifting to service now.People’s concept of service is changing from cost center to core competition ability. People recognize that facing service competition, the corporate must build service competition strategy and construct service corporate.The service competition strategy occurs in special environment and for special causes. In this article, it is analyzed in three factors: the corporate survive environment, the value creation process and the assumption of strategy selection.The occurrence of new theory brings fundamental and radical reform both in strategic and operational level.Under the new strategy, it is the necessary choice to construct a service corporate. In this paper, several cases of corporate are taken as examples of constructing service corporate.更多还原