服務營銷論文.doc

西南財經(jīng)大學天府學院論文題目： Campus Services Report學生姓名： 李 悟 班 級： 11級本科服務營銷選修02班 學 號： 41102437 THE BURNING ISSUECampus Services, an integrated system that collects all kinds of social resources, is built to content with the demands of teachers and students learning and work, extra-curricular life and other needs. Campus Services mainly include two aspects, one is living service, and another is the teaching and learning service. A good service system can not only improve the quality of teaching quality, but also allows teachers and students to improve the quality of life, and enrich their campus life. This thesis hope to fully illustrate my school service system, improve the life, teaching and learning quality of teachers and students in my school.THE OVERVIEW Recently, our school actively mobilizes teachers and students involved in the questionnaire of the first students Congress, while the focus of the questionnaire is all my schools evaluation of the organization services. According to the Logistics Service Center on Southwestern University of Finance and Economics Tianfu College website, we can learn that our school living services category includes security, catering, shopping, health, warranty, finance, transportation, logistics, student enterprises, and so on . Teaching services include the teaching software, library, sports facilities, and some student organizations. Teachers and students are closely linked with these service organizations in school. I will base some research results to analyze the advantages and disadvantages of my school service system, as well as summarize causes and solutions.THE IDEA IN TANGIBALAccording to the survey of questionnaire and the data that I researched and concluded last year (Annex 1) summed up the advantages and disadvantages of my school service system.Advantages 1.service system is broad, covering is large 2. Service system is able to meet the basic needs of teachers and students 3. Service system has been gradually improvedisadvantagesAlthough our school service system cover widely, but the overall service quality is not high. Mainly reflected by the following aspects: 1. Due to the constraints of the school administrative system, many students can not be developed individual services. Individual services created by students were able to effectively compensate to the vulnerabilities of campus service system, and improve the whole service system quality. 2. Because it is operated in the school, there is a large quantity of fixed consumers. The competition between profit organizations is not fierce. So oligopoly present on campus. Thus these profit organizations attract consumers by oligopoly instead of relying on enhancing the quality of service. 3. Due to a number of organizations have a close relationship with school administration, there is bureaucratic doctrine in these organizations. In the service process they will present a strong rank color. 4. Some organizations in order to attract awareness, they will provide some unrealistic services to attract teachers and students but not depend on the actual situation. 5. Many organizations do not have a complete service chain. Some organizations only service the particular matter, but, thus the service is not deep enough.THE PAYOFFAccording to the above problems found, we can know that there are still many problems in our school service system, we according to the actual situation get some solutions. For students enterprises, canteens, supermarkets, restaurants and other for-profit organizations:1. position the target market, seize the opportunity. Since 2002, our school enrollment fresh students for 10 years, increased consumption object will undoubtedly bring opportunities for profit organization, and with the economic development and the improvement of teacher-students purchasing power will promote various consumption. In such an environment, the students are more inclined to the nearest consumption, therefore, profit organization should seize the psychological needs of students. And according to the characteristics of teacher-students consumption, profit organization should meet their needs in the process of pre-sale, sale, after sale. To improve the quality of services and create a favorable shopping environment is the premise of the sustainable development.2. Improve staff service quality. Teacher-student consume in the canteen, supermarket usually will firstly take the individuals physical or psychological needs into considerate. The price is secondly factor. Good service will let customers have a kind of feeling of being respected. Supermarket staff also should treat every customer as god, and thus it will make a good impression on customers, naturally, of course, there will be endless consumers come here to consume. Therefore, it is necessary to take an occupation training, rather than to get profits by oligopoly.3. Each organization services should target the needs of teacher-student. First, meet the basic needs of teacher-student; secondly, create the conditions to constantly create new demand. It was said that plan always cant keep pace with change. Consumer demand will not be static, so take regularly surveys to consumer demand is necessary. Only better meet the needs of consumers ,can profit organization better capture the market.4. Construct own culture, and incentive employees Put the organization and management system, slogans and other personalized logo in a prominent place, which is supervision and encouragement on staff . you can give consumers more aware of your own intuitive culture and business philosophy to make a good impression on consumers; Secondly, establish a complete staff incentive mechanism, you can also take the survival of the fittest approach, so that every employee can work under pressure but work optimistic and responsible. For some staff who have a good performance can be properly recognize. such as raise wages. In addition, allowing every employee to improve themselves in the competition and thus improve the overall quality of service.5. Reasonable price According to the survey results, price is one of the important standards of valuing service quality for teacher-student. It is unnecessary to profit organization just for a small profit but increase price unreasonable. For nonprofit service organization1. Actively listen to opinions and suggestions from teacher-student, and make effective improvements. Listening the suggestions from others is a way of a learning process. In many cases, students can better reflect the service problems itself. Various service organizations can collect all kinds of comments or suggestions from teacher-student continuously to improve and enhance the quality of service.2. Improve the network service platform. Many universities have their own service network platform across the country. The platform relies on network information technology, it extends service to virtual network services platform, greatly enhance the quality of services, and widen the range of services. Such as this term our school opens the channel of recharging school card. These networks services let teacher-students to get convenient.3. Schools administration should give each one an equal opportunity to develop service organizations and enable them to play its role in school. While school should broaden service channel to let more individuals involve so that improve the entire service system.THE CLOSE In short, the campus serves that is one of the important measure for schools soft power. The quality of service directly affects the schools reputation. Whether for-profit service organizations or non-profit service organization, to improved quality of service, it is necessary to develop the standardization and humanity service, while relying on the advanced network information technology to achieve quantization , systematic and automa