Information Tactics Of Customer Service And Customer Service Mode Based On The Quality Information Asymmetry

With the arrival of global economic integration, customer service becomes the key to the competition among enterprises; the advanced and high-efficient customer service mode is the foundation of implementing good customer service of enterprises. The research purpose of this text is to analysis the information asymmetry in customer service mode, and analysis that the quality information asymmetry influences on the enterprise's customer service and choice of customer service mode. Based on the quality information asymmetry degree and considering the degree of quality information asymmetry, the model of maximum consumer utility and the model of enterprise's profit are set up, and then the economic analysis of quality information asymmetry is carried on. On this basis, the directive significance that enterprise's quality information tactics are implemented to the customer service is analyzed, and the new-type flexible customer service mode based on information tactics of quality is set up, which makes enterprises reduce the operation cost, and makes the advantage in service competition.First the current research situations of the customer service and customer service mode are introduced and the information flows of the current customer service mode are analyzed, from which the information asymmetry question that the existing customer service mode exists is pointed out. Based from the quality information asymmetry degree and using consumer's utility theory of economics, the consumer's partiality, the consumer's utility and the consumer's purchase decision are analyzed. The model of maximum consumer utility has been Setting up for 1-1, 1-2 type situation of market, and the relations on quality, price, utility function based on the information asymmetry of quality are analyzed. Then the text has explained how the production firm utilizes the relation between the three to confirm optimum quality information asymmetry degree and high quality products with the most rational price in order to fit for consumer's demands and obtain larger profit better. From the economics analyses of quality information asymmetry degree the information competitive strategy of cycle of enterprise's products life is analyzed. The methods are provided for implementing information tactics in enterprises, the directive significance to the customer service of information tactics of enterprise's quality is researched, and the new-type flexible customer service mode based on information tactics of quality is set up at last.