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企业与消费者的关系最典型的是店主与顾客的关系,也就是卖方与买方的关系。一般来说,企业方面有专门知识、财大气粗,消费者方面则是“外行”和一盘散沙。由于这种结构上的原因,消费者往往是弱者,是被保护的对象。现在,我们则可以看到这样一种变化趋势:消费者正逐步摆脱单纯消费者的地位,参与到设计、检验、销售等过程中来,特别是消费者合作社,消费者更是增加了一层所有者的功能。 1.提高服务质量。产品质量与价格是消费者考虑的主要方面。同时,服务质量也是争取消费者的关键,是非价格竞争的主要表现。
The relationship between business and consumers most typical is the relationship between the owner and the customer, that is, the relationship between the seller and the buyer. In general, companies have expertise, wealth and atmosphere, consumers are “outsiders” and a mess. Due to this structural reason, consumers are often weak and protected. Now, we can see such a trend: consumers are gradually emerging from the simple consumer status, to participate in the design, testing, sales and other processes, especially in consumer cooperatives, consumers is an additional layer Owner’s function. 1. Improve service quality. Product quality and price are the main aspects of consumer consideration. At the same time, service quality is also the key for consumers, and the main manifestation of non-price competition.