Research On Service Innovation Of GY Inc

As service economy playing much more important role in the global economy and with the continuous medical reform by the support of Chinese "new medical reform" policies,the environment of pharmaceutical circulation industry has changed.Pharmaceutical circulation enterprises are facing with both opportunities and challenges.Service quality has become a vital factor to enhance the competitiveness of enterprises.Service innovation is a crucial driving force for the sustainable development of enterprises and the transformation of social and economic services.It is also a guarantee for enterprises to continuously provide customer satisfaction services.Therefore,how to improve the service quality of enterprises under the new situation is a subject of great practical significance.This paper discusses how to improve the service quality of GY Inc.with innovation.In terms of specific research ideas,first of all,with the analysis of the development trend of the pharmaceutical circulation industry,as well as the analysis of the characteristics of the foreign pharmaceutical circulation industry,it can be concluded that Chinese pharmaceutical circulation industry is in the period of business transformation,and pharmaceutical distribution enterprises need to innovate according to this feature.After that,it is concluded that GY Inc.should adopt the development strategy,and support the implementation of this strategy by improving service quality with the PEST model to the macro analysis of GY Inc.and the Six-element model to the micro environment analysis of GY Inc..Next,structural interviews are going to be conducted with customers to fully find GY Inc.'s service problems of the original service mode with SERVQUAL and LSQ model,and the causes would be analyzed to find improvement measures for service quality.Finally,I select five factors which are "actor interaction,value proposition,resource integration,institutionalization process and information technology" with the service-dominant logic theory and Delphi method,designing the service innovation platform and implementation guarantee that suitable for GY Inc.to achieve the systematic improvement of GY Inc's service quality.This paper proposes the following new ideas and findings through research:(1)Using the five service ecosystem elements of "actor interaction,value proposition,resource integration,institutionalization process and information technology" can form a service platform,on which actors can be attracted to interact at the micro,meso and macro levels through those proposed values.In the meantime,all of the participants can put their own resources into the integration,which changes the boundary and attribute of the service ecosystem,and the institutionalization process is completed in the interaction,and the new service innovation attribute is triggered by information technology.(2)Service platform,as the place of service exchange in service ecosystem,improves resource density through information technology,makes information extraction more efficient,and benefits all spontaneous participants.(3)Based on the establishment and operation of service platform,the implementation of security strategy is given.This paper also found that:(1)there are some practical significance with the application of service-dominant logic.(2)With the help of service platform,the practical problems of small storage and strict assessment of drug proportion can be effectively solved by using the concept of "virtual warehouse" in community hospitals.There are 23 figures,16 tables,and 78 reference articles in this paper.