【作者】 陈斌；

【导师】 刘红丽；

【作者基本信息】 华东理工大学 ， 工商管理， 2011， 硕士

【摘要】 伴随着全球经济一体化的进程,信息技术飞速发展和广泛应用,电子商务作为一种全新的商务模式,正在发生一场质变,已经成为我国乃至世界各国今后发展现状的必然趋势。随着越来越多的将为客户提供完善的客户服务作为自己的宗旨,与产品的同质化类似,客户服务也开始呈现同质化的倾向。而且随着国内B2B电子商务平台客户服务水平的整体提高,客户对服务的期望也进一步提高,使得服务竞争加剧。本文综述了客户服务、客户满意度、电子商务平台的相关理论,简介了华盛B2B电子商务平台,对华盛B2B电子商务平台客户分类进行了研究,将华盛B2B电子商务平台的现有客户分为连锁零售商客户、大型供应商客户和中小型供应商客户。深入分析了华盛B2B电子商务平台的客户服务组织机构,并分析了不同类型客户的特点和客户服务流程。提出了华盛公司客户服务质量差距模型,分析了华盛B2B电子商务平台客户服务存在的差距,并提出了改善客户服务的对策。最后探讨了华盛B2B电子商务平台的客户满意度评估方法,并对2010年度华盛B2B电子商务平台客户的满意度进行了评估,根据评估结果提出相应的改善对策。本文的研究结果对提升华盛公司B2B电子商务平台的客户服务管理水平和客户满意度有一定的参考价值。更多还原

【Abstract】 Along with the global economy integration process, and the rapid development of Internet and the wide application of electronic commerce, as a new business model, is a qualitative change, it has become the future development in China and around the world and it is an inevitable trend. The purpose will provide perfect customer service as its goal, and product homogeneity, customer service and began to appear homogeneity tendency. But with the domestic B2B e-commerce platform to improve the overall level of customer service, customer expectations of further improving the service, service competition.This article reviews the customer service, customer satisfaction, the theory of e-commerce platform, introduction of the HS B2B e-commerce platform, HS B2B e-commerce platform for customer classification has been studied, the HS B2B e-commerce platform for existing customers divided into the chain of retail customers, large customers and small and medium sized suppliers of customers. HS-depth analysis of B2B e-commerce platform of customer service organizations, and analyzes the characteristics of different types of customers and customer service processes. HS proposed customer service quality gap model to analyze the HS B2B e-commerce platform customer service gaps, and proposed measures to improve customer service. Finally, we discuss HS B2B e-commerce platform, customer satisfaction assessment, and the 2010 HS B2B e-commerce platform customer satisfaction was assessed, based on assessment results corresponding improvement measures proposed. The results of this study on B2B e-commerce platform to enhance the company’s HS customer service management and customer satisfaction a valuable reference.更多还原