| In today’s world economy,the proportion of service economy in the national economy is constantly rising,and it has become an important form of market economy in developed countries and an important driving force for the sustainable growth of national economy.The competition between modern enterprises has gradually changed from the competition between product performance and quality to the competition between providing services.China’s economic development is facing a critical time of urgent need for transformation,and it is necessary to develop high-quality service industry and achieve consumption upgrading to promote the transformation and upgrading of national strategy.The home appliance industry is an important part of Chinese consumption,the market scale reaches ten thousand billion,emphasizing the "three points of product seven points of installation" of water heater,air conditioning and other appliances,is an important part of the home appliance industry,therefore,it is of great significance to study the installation of household appliance enterprises’ after-sales service system.In view of this,this paper takes Company A,a representative enterprise in the installation household appliance industry that provides sales and services,as the research object,and adopts the methods of in-depth interview and network questionnaire survey to explore the problems existing in its after-sales service system and conduct research.At first,the research background and significance,research content and research methods are described.Combing the relevant theories and concepts of the after-sales service system;And introduced the status quo of A company’s after-sales service system,designed the relevant research and interview content;Then focus on the research results to sort out the problems and cause analysis;Then put forward the improvement plan and safeguard measures;Finally,summarize and look forward.It is hoped that this study can provide useful reference for the improvement of A company’s after-sales service system,and also provide reference for similar enterprises or service systems.The main conclusions of the paper are as follows :(1)it is difficult to manage the home appliance after-sales service on site,so the service personnel’s Service satisfaction management,troubleshooting mechanism and complaint management are the key to guarantee service quality.(2)Service personnel are the core assets of aftersales service system and the source of competitiveness of installation household appliance enterprises.Therefore,it is particularly important for enterprises to care for employees and improve the satisfaction and ability of service personnel;(3)The digital management of after-sale spare parts is crucial to the improvement of after-sales service quality and operation.Innovations of the paper :(1)from the perspective of research,this paper takes company A,which specifically provides installation services for household appliances,as the research object,and studies the after-sales service system from the perspective of after-sales service,which is rarely involved in domestic research;(2)In terms of research content,this paper takes the after-sales service system of Enterprise A as the specific research content,conducts research on service quality,service operation,service spare parts,etc.,and proposes A solution to difficult problems,employee care program,and after-sales spare parts digitalization,which is innovative to some extent. |
