xx电脑售后服务问题研究大摘要.doc

摘要
经历近三十年的市场经济洗礼，中国早已告别物资供应短缺时期的卖方市场，转变为产品追逐顾客的买方市场。尤其对于生产能力过剩的制造企业，其面临的竞争更为激烈。售后服务作为企业提高顾客满意度的重要环节，日益受到制造企业的关注。售后服务已成为企业竞争战略方阵中不可或缺的一部分。
文章从价值链相关理论出发，结合xx电脑公司的现状，提出了xx电脑公司在售后服务中存在的问题。运用调查法、观察法、文献研究法等方法对xx电脑公司在售后服务中存在的问题进行了分析。在文章的最后对xx电脑公司在售后服务中存在的问题给予了解决方法。为公司改变现有状况提供参考。

关键词 价值链 售后服务 竞争力

Abstract
Nearly three years experience in the market economy, China had baptism, material supply shortage period to seller's market, into the buyer's market for products to chase customer. Especially for the manufacturing enterprise surplus production capacity, the face of more intense competition. After-sales service as the enterprises to improve customer satisfaction, the important link has been manufacturing enterprises. After-sales service to the enterprise competition strategy has become an indispensable part of the square.
From the value chain theory, combined with the present situation of computer company acer, puts forward the acer computer company in the service of the existing problems. The use surveys law and literature research method of observation, for acer computer company in the service of the problems are analyzed. At the end of the article of acer computer company in after-sales service to the problems existing in the solution. For the company to provide reference existing condition.

Keywords Value chain After-sales service competitive