摘要
文章首先研究了当前企业售后服务管理形式及存在的问题,建立了服务链概念。然后通过分析服务链结构,作者将网络售后服务管理的实现模式划作两类:基于核心企业的协同售后服务管理和基于第三方平台的协同售后服务管理,并给出了相应的简要模型。最后指出网络协同售后服务管理的实现必将提高企业协作互动能力,推动企业发展。
At first, this paper discusses the structure of service after sale management and the problems exist in current enterprises, and the concept of service-chain is built. Then by analysising its structure, two web collaborative service after sate management modes are classified： the first one is based on the key enterprises, the second one is based on the third platform. The brief models of the two modes are set up. At last, it is pointed that the application of the web collaborative service after sale management can surely improve the collaboration ability and promote the developement of enterprises.
出处
《太原科技大学学报》
2008年第3期174-178,共5页
Journal of Taiyuan University of Science and Technology
关键词
协同电子商务
售后服务
服务链
第三方平台
collaborative e-business, after service, service-chain, the third platform
