For a Research on Shop Management for Extending After-sales Services
For a Research on Shop Management for Extending After-sales Services
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延伸售后服务的店铺管理研究
DOI：
10.11207/taaos.8.1_14
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发表时间：
2019
期刊：
影响因子：
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通讯作者：
木田世界
中科院分区：
文献类型：
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作者：
Kawaguchi Mamiya;Ma Yong-Liang;Matsuzaki Shinya;Kawaguchi Mamiya;Kawaguchi Mamiya;Kawaguchi Mamiya;木田世界;木田世界
由于市场萎缩，许多日本公司的产品销售几乎没有增长。一些公司正在努力扩大售后服务的收入，但似乎很少有公司在售后服务方面取得成功。这部分是因为在每个商店制定新的服务标准以过渡到服务化是一个挑战。此外，部门之间的冲突及来自车间员工的阻力亦可能发生。本文将在现有研究的基础上，对标准化、总部与门店之间的权力分配和冲突等可能存在的问题进行讨论，以获得未来的研究主题和对售后服务型企业转型的启示。
Many Japanese companies are suffering in little or no growth in sales of products because of shrinking market. Some companies are trying to extend revenues from after-sales services, but it seems that few companies are succeeding in growing after-sales services. This is partially because there is a challenge of making new service standard in each shop for the transition for servitization. In addition, conflict between departments and resistance from shop floor staffs might occur. In this paper, possible problems about standardization, distribution of authority between headquarters and shops and conflict will be discussed depending on existing researches to gain future research themes and implications for the transition for the after-sales service oriented company.