Import And Export Company Of The Hard-line Customer Service Quality Gap Analysis And Promotion Strategies

In recent years the world's economic integration has been rapidly developing in the realm of quality and range. And there is an apparent trend of similarity of products' quality. The level of competition between enterprises has been elevated from a competition of products themselves extending to a multi-level competition of out-extending products with service as the core. Zhuzhou Cemented Carbide Works Import & Export Company (hereinafter referred to as ZCCC) will satisfy its customers in a better way and expand its market share with good quality service as a breakthrough point.This article makes a survey of the theory related to the model of service quality gap after it raises the issue of ZCCC's increasing demand for service from customers. By gathering and studying the information, SWOT method has been used to analyze customers' environment for ZCCC's service, investigate the status of service to customers and diagnoses the problems and elaborates the strategy for upgrading service quality from Six aspects, such as strengthening market consciousness and garthering marketing information, drawing the sevice standard, running the service promises, as well the implementing proposal.This article provides reference value for Chinese cemented carbide enterprises' service to the international market and for enterprises to upgrade their level of management. At the same time it provides a train of thought for enterprises to apply the theory of the model of service quality gap.