Studying The Customer Service System Of Middle & Little Enterprises Of Science & Technology

During these years the function of middle and little enterprises of science and technology in the economy development and distinct innovation become more and more big. China's entering WTO successfully is both opportunity and challenge to middle and little enterprises of science and technology. And the focus of the whole market's competitive environment has changed from productions to customers, the only thing that can divide one enterprise and its competitors isn't technology or production but the relationship between the enterprise and its customers. It's a key of exist'^and development for Chinese middle and little enterprises of science and technology to improve the ability of service competition under the circumstance of relative laggard technology.The aim of this thesis is just to study the questions during the develop of middle and little enterprises of science and technology and probe into resolving countermeasures then help build service competitive superiority. The article takes the service competitive superiority theory, value chain theory and customer value theory as the theoretical basis, bases the true questionnaire survey and takes the value chain as the studying tool, then has the systematic study about how to build the customer service system of middle and little enterprises of science and technology.This thesis includes five chapters. Chapter 1 is an introduction to opening cause, the intention and significance of the title, also it gives external and internal study status, then bring readers to the text. Chaper 2 introduces the theoretical basis of this thesis and gives the theoretical sustain for the latter study. Chapter 3 does researches on the representative middle and little enterprises of science and technology of Haidian section of Beijing by designing questionnaire , then sums up the practical questions of middle and little enterprises of science and technology. Chapter 4 is the emphasis of this thesis. Aiming at the questions and taking value chain as studying tool, it builds the customer service system of middle and littleenterprises of science and technology. This chapter has great revelation on improving the customer service of middle and little enterprises of science and technology. Chapter 5 is a case study. Through one case of a middle and little enterprise of science and technology which has successfully used the customer service system, it explains the scientific quality and feasibility of this system.This thesis has some innovation and breakthrough on the basis of the former studies: First, the former studies emphasize particularly on the software exploiture of customer service, but have little systematic study from enterprises' interior management and flow. Second, little literatures aim at certain kind enterprise, but this thesis only care middle and little enterprises of science and technology which have important position in the national economy. Third, the former studies have no questionnaire survey, but this thesis puts forward questions on the basis of survey, then does deep study aiming at the^questions.I believe the thesis must have big readability from the angle of both theory and practice.