The Analysis Of The CRH's Service Quality And The Study On Constructing The Service Innovation System

Innovation is the soul of a nationality,as well as the strong dynamics of an enterprise.With China's sixth largest railway speed-up,service innovation has become the important component of CRH's(China Railway High-speed) core competitiveness. Focus this research object on CRH,this article is based on service theory,service marketing theory and service innovation theory,as well as the use of methods such as literature research,questionnaire survey,practical experience and expert interviews to analyze the CRH's quality of service,which has three aspects:service process, management system and legal system.The CRH's service innovation combined the consumer's demand,with an in-depth study and exploration.It is found the new demand which is proposed by the new requirements driven by the hardware technology,in order to realize the coordinated development of the railway service and technical support.Based on the above analysis and combine the questionnaire,the article proposed a service innovation program which combined service process innovation,management system innovation and legal system innovation.It includes the improvement of all aspects of the service process,establish a sound management mechanism and provide the necessary legal protection;finally the article reached the following basic conclusion: service innovation is a strong systematic project.For the CRH,we should innovate from the above three aspects,so that the application of new technologies should play a technological advantage,and form greater competitive advantage,to create better business performance for our railway.