| 王国顺,胡国武.网络零售企业服务蓝图的构建与流程优化[J].北京工商大学社科版,2014,29(6):1-7 |
| 网络零售企业服务蓝图的构建与流程优化 |
| Construction and Process Optimization of Service Blueprint for Online Retail Enterprises |
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| DOI： |
| 中文关键词: 网络零售 服务蓝图 体验点 服务体验 |
| 英文关键词:online retail service blueprint experience point service experience |
| 基金项目:国家自然科学基金项目(71172183)；北京市哲学社会科学规划重点项目(10AbJG376)；北京市教育委员会科技创新平台项目(PXM2013_014213_000052) 。 |
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| 中文摘要: |
| 随着互联网的普及,网络零售业也得到了迅猛的发展,如何优化我国网络零售的服务流程变得非常重要。文章通过构建网络零售企业的服务蓝图,对其服务过程、关键点、整体服务流程等环节进行了细致分析,提炼出优化服务流程的方法与路径,从而为网络零售企业提供有益借鉴与参考。 |
| 英文摘要: |
| With the popularization of the Internet, the online retail industry has been developing rapidly, too. Therefore, it has become very important how to optimize the service process of China's online retail. By constructing the service blueprint for the online retail enterprises, this paper carefully analyzes the service process, the key point, the whole service process, etc. and refines the paths and methods to optimize service process, which provides some useful reference for online retail enterprises accordingly. |
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