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The Research of Chinese Outsanding Service Enterprises Based Grounded Theory

Author: JinBiYing
Tutor: ZhangMin
School: Tianjin University
Course: Management Science and Engineering
Keywords: Service sector Service enterprises Service management Grounded theory
CLC: F279.23
Type: Master's thesis
Year: 2012
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With the global economic structure is in transition to a service economy, the service sector plays an increasingly important role in the national economy. The level of development of the service sector has even become an important symbol of national competitiveness. The service sector of China started late and lags behind. The service sector’s share in the GDP is much lower than in developed countries and the number of employees in the service sector is even lower than the average for developing countries. In order to promote the healthy development of China’s service, looking for effective management measures applicable to Chinese service-oriented enterprises to improve the level of service will become an important research topic.There are many service-oriented enterprises having international reputation for providing high-quality service on the global economic stage, such as Disneyland, The Ritz-Carlton and Marriott International. Their management models and methods not only be learned and emulated by many companies, are also largely contributed to the development of the service sector in western countries. In order to find some service-oriented enterprises that having reputation in China as Disneyland in America and learn about their secrets of successful service, five enterprises with excellent service were elected in this paper. Then we explored four similarities-customer-oriented service philosophy, service management, service innovation and corporate social responsibility of these excellent service enterprises through the grounded theory. Finally, China Mobile Communications Group was taken as an example to collect quantitative evaluation of the four similarities and service results (customer satisfaction, customer perception of service quality and corporate reputation) by using the survey questionnaire and to verify the positive correlation between similarities and service results.

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CLC: > Economic > Economic planning and management > Enterprise economy > Companies around the world economy > China > Business management
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