Study Of Service Quality Management Based On Internet/Intranet

The appearance of Internet/Intranet brings great change to the social-economic environment, the mode of enterprises'survival and development, customers'consuming habit, etc.. Changes caused by Internet/Intranet spread all over people's life. Under the Internet/Intranet environment, the service quality management is also facing the new change. This dissertation mainly studies problems of service quality management under the Internet/Intranet environment, in order to provide the reference for enterprises to manage service quality under new situation.This dissertation analyzes the influence caused by Internet/Intranet to service quality management in detail, and obtained three conclusions. First, the development and application of Internet/Intranet bring opportunity for the promotion of service quality. Second, Internet/Intranet changes the service transfer mode, leading the appearance of e-service. Service process needs to be reengineered in order to improve the customer perceptions of service quality. Third, customer relationship management is the key to manage service quality under the Internet/Intranet environment.Afterwards, this dissertation starts discussion from service process reengineering and customer relationship management. In the part of service, it the approach and technique of process reengineering are introduced first, which are also suitable for the service process reengineering .Then, the content of service process reengineering of different encounter pattern is expatiated more in detail. Among them, the key point of man-machine encounter service (typical e-service) process reengineering is to reengineer the service back-office. In the part of customer relationship management, the function and superiority of internet/intranet-based customer relationship management to promote customer perceptions of service quality are first elaborated. After that, the main technological methods are introduced, such as collaborative center for customers, web-based data mining technique, etc.. In the end, Haier is chosen as an example, and Implementation method and application effect of Haier's customer relationship management are analyzed.