电子商务模式下的售后服务

摘要：

售后服务作为现代商品交易的主要组成部分，越来越显示其重要性。而作为新兴的电子商务交易模式，对售后服务的要求也更有其特点。本文在介绍电子商务模式下售后服务的内容和特点的基础上，主要探讨分析了在电子商务交易模式下的售后服务所面临的问题及其解决方法。

关键词:电子商务 售后服务质量 顾客满意度

Abstract:

As a main part of the modern commodity trading, after-sales service is more and more important. As a new mode of e-commerce transactions, after-sales service requirements and more has its own characteristics. Based on the introduction of e-commerce mode after-sales service content and features, mainly discusses on the basis of analyses in under the mode of e-commerce transactions in the after-sales service faced problems and solutions.

Keywords: E-commerce ； service quality； satisfaction

目录：

第一章 引言···············································3

1.1 研究背景···········································3

1.2 研究现状···········································3

1.3 论文研究方法和观点·································3

第二章 电子商务售后服务质量和特点研究·····················4

2.1 电子商务售后服务质量定义···························4

2.2 电子商务售后服务的特点·····························4

第三章 目前电子商务模式下的售后服务现状和所面临的问题·····5

3.1 目前我国电子商务模式下的售后服务现状···············5

3.2 目前电子商务模式下售后服务所面临的问题·············6

第四章 电子商务交易模式下售后服务问题的相关解决方法·······6

4.1 优化电子商务流程···································6

4.2 组建网络小型专家团队·······························7

4.3 虚实相间的双轨模式·································7

4.4 加快售后服务处理速度·······························7

4.5 完善退货服务流程···································7

4.6 建立售后服务处理数据库·····························8

结论······················································8

参考文献··················································9

第一章 引言

1.1 研究背景

21 世纪是服务经济蓬勃发展的时代，随着市场经济的快速发展，企业之间的竞争已经从单纯的产品价格和产品质量的竞争，发展成为服务竞争，愈来愈多的企业开始关注售后服务领域。而作为新兴的电子服务商业模式，以客户为中心的服务模式将成为企业创造价值的核心组成部分。然而，“期望客户感知到的服务”和“客户的实际体验”仍然存在差距。如何从这两方面找出改善客户体验、提升服务质量的根本动力，成为电 …… 此处隐藏：3816字，全部文档内容请下载后查看。喜欢就下载吧 ……