Research On The Competitiveness Improvement Of Intelligent Mobile After-sales Service Industry

At present,China's smart phone market has entered an adjustment period,gradually turning from incremental market to stock market.The industry faces challenges such as serious product homogenization,shortened product life cycle and global market competition.The competition model of the mobile phone industry has gradually transformed from a single product competition to a product + after-sales service competition model,and the degree of competition has become more intense.As the last component of the life cycle of smart phone products,it is also an important part of directly facing consumers.The competitiveness of after-sales maintenance services will greatly affect the behavior of enterprises and consumers.Therefore,it is necessary to explore how to improve the competitiveness of the mobile phone after-sales service industry.Based on the theory of industry and service industry competitiveness,this paper analyzes the competitiveness factors and improvement strategies of domestic mobile phone after-sales service industry by using PEST analysis method and Porter's five-force competition model as analysis tools,combined with statistical data of survey data.Firstly,it analyzes the political law,economic development,social culture and technology development related to the smartphone after-sales service industry,points out the development trend of the industry and the status quo of the external environment.Secondly,according to Porter's competitive five-force model,select three in the industry respectively.The representative enterprises of the service model analyze the competitive advantage and the competitive influence factors among the five forces within the intelligent communication after-sales service industry.At the same time,based on the existing service industry competitiveness evaluation literature and expert interview methods,this paper builds the after-sales service questionnaire and evaluation system indicators.Finally,according to the results of the majority selection principle of experts,the factors that have a strong impact on the competitiveness of the after-sales service industry are economies of scale,business model,market share,innovation ability and management ability.The survey results of end consumers show that after-sales service enterprises The internal factors of strong competitiveness are market share,maintenance technology,technological innovation,differentiated service and competitiveness.Based on this,this paper studies the competitiveness of mobile phone after-sales service industry objective factors and subjective research data,and concludes that the industry must focus on the improvement of internal competitiveness,establish a customer-value experience-centered competitive strategy,and have a sound service system,and End-to-end refined management,improve the internal organization of the enterprise,establish standard service processes,introduce new service models and other ways to enhance the competitive advantage of smart phone after-sales service.