Research On GL's Gas Station Field Service Management Strategy

At present,the retail subject of refined oil is further diversified,the demand of customers is further diversified,and the market competition is increasingly fierce.Foreign enterprises entered into the retail market of refined oil products,and due to their high attention to service,strict organization of implementing the service winning strategy,their additional profits of service are significantly higher than PetroChina and Sinopec.With the support of diversified purchase channels,social retail enterpr:ises have invested a lot of resources in field service,and their service level has been significantly improved.With the further development of China's social economy,automobile has become the necessity of Chinese families.Surrounding the automobile era,the people,cars,consumption concepts and demands are changing tremendously.How to comply with the new trend of market development and the new requirements of retail customers of refined oil products,and how to improve on-site service management have become urgent problems to be solved in the current operation and management of GL gas stations.Under this background,this paper,with the guidance of relevant theories such as customer satisfaction and service management,reviewed the research on customer satisfaction,customer value and service management improvement,and analyzed the background,purpose and significance of the research on service management strategy of gas stations.This paper studies the management of field service of GL company theoretically and practically.It describes and analyzes the current situation,existing problems and reasons of the field service management of gas stations in GL company.Based on the new background,the basic model of gas station field service management is established from the perspective of customer experience and enterprise service profit chain.The model puts forward the field service management strategy system of supporting service projects,beautifying service enviroument,building service team and improving service motivation,and determines the specific steps,platform building and safeguard measures for the implementation of field service management strategy of the company's gas station.