Service Model Innovation Based on Customer Preference

摘要：

Under the background of service economy, customer preference, customer preference has already become the core element of deciding the investment orientation of purchasing power. By following the research line of Philip Kotler, and other scholars in respect of need, desire, request and expectation, this paper introduced the concept of preference. First of all, it summarized the 5 major factors that will have impact on customer preference; secondly, it used the models to have proved that the analysis on customer preference is a kind of support to service experience; fmally, it raised the service innovative models such as preference deconstruction refining, preference-leading base, flexible service structure, and differentiated service scale customization, etc. The enterprises shall create differences to acquire competitive edge through refined deconstruction of customer preference. We hope that these suggestions can give the service industry some reference.

关键词： Customer Preference service experience service innovation

作者: ZU Liran DU Jianfang

作者单位: Hebei University of Economics and Trade, China, 050061

会议类型: 国际会议

会议名称: 2010 International Conference on the Growth of Firms and Management Innovation(2010年企业成长与管理创新国际研讨会)

会议地点: 石家庄

会议语种:英文

页码: 200-210

在线出版日期: 2010-10-15（万方平台首次上网日期，不代表论文的发表时间）