The Research On Total Value Management Of The Consumer Services

With the arrival of the service economy, service industry plays an more and more important role to the development of economy of our country. Service industry is divided into producer services and consumer services which occupies the dominant position of service industry according to the different of its clients.The article compares service industry to modern manufacturing industry, combines the unique characteristics of the consumer services, applies total value management to the consumer services, and studies respectively product value management, customer value management, and social value management of consumer services in the view of total value management of Professor Naijing Wang, which provides a new management model for the research on consumer services with a strong theoretical and practical significance.The article builds the service value chain of consumer services based on the existing research, dose value analysis of service according the chain, and proposes product value analysis model of customer services; the article builds the consumer value chain of customer services, do analysis of consumer value based on the value chain according analytic hierarchy process, find its core customer value and carries on innovation management to consumer value based on customer value innovation model; the article dose qualitative analysis on the social value of consumer services, analyzes the feasibility of SA8000 and suggests effective management measures about the social management; the article builds the enterprise value creation model of consumer services finally which points out the direction for the development of consumer services. The article still has some imperfect place because of existence of some issues such as the breadth of the industry involved, the limited level of my mathematical knowledge and the present research situation of consumer services, so the article suggests follow-up research proposals, and hope that the study of total value management of consumer services is more comprehensive.