资源描述：
《工商管理外文参考文献翻译精选》由会员上传分享，免费在线阅读，更多相关内容在应用文档-天天文库。
1、外文参考文献翻译题目：城市之星客户服务管理浅析学院：经济管理学院专业：工商管理班级：0601学号：200607080130学生姓名：雷月茜导师姓名：胡琳完成日期：2010年04月23日8一、外文参考文献原文Alltoooften,marketersofhomogenousproductsfailtoidentifytheircompetitiveadvantage,resultingindismalresults.Similarly,SMEparticipantsfinditdifficulttoidentif
2、ysuchcompetitiveadvantages.Fortunately,theFranchiseModelfacilitatesthenotionof‘beinginbusinessforyourself,butnotonyourown’.ThereasonforthiscaseistofacilitatecompetitiveadvantagewithinaHomeEntertainmentSMEFranchiseenvironment,enablingparticipantstosuccessfull
3、ycompetewiththecorporateenvironment.TheoutcomeistoidentifyandimplementServiceProfitChain(Heskettetal,1997)initiatives,linkingcustomerservicetolongtermprofitabilityandgrowth.Thehomevideoindustryisaproductoftechnology.PriortotheintroductionofthehomeVCRin1976,t
4、herewasnowaytowatchmoviesathome,exceptasshownonbroadcasttelevision,andnoonehadthoughtofaretailstorewheremoviescouldberentedforthenight.Inthecourseofthepastquarter-century,thoseVCR'sandthosevideorentalstoresbecamethefoundationforaUS$17billionindustry.Thisstud
5、yresearchestheHomeEntertainmentVideoRentalindustry,consistingpredominantlyofSMEhomeentertainmentoutlets.TheparticularanalysisisinaleadingSouthAfricanFranchisesystem,consistingoffamilyowned‘Franchisees’.Theserviceprofitchainwillcentreonanalysisfromthe'gurus'o
6、nthetopic,specificreferenceto"TheServiceProfitChain-howLeadingCompaniesLinkProfitandGrowthtoLoyalty,Satisfaction,andValue,asdepictedbyHeskett.J,Sasser.W,Schlesinger.L,(1997).Concepts,modelsandframeworkswillalsoberesearchedfromleadingcustomerserviceorientedor
7、ganizations,includingSouthwestAirlines,Xerox,Wal-mart,TacoBell,AuBonPainRestaurants,BritishAirways,andotherrelevantleadersintheirrespectivefields.Theserviceprofitchainwillbeanalysedfromtheabovesources,wherebycustomersatisfaction,customerloyaltyandcustomerval
8、uearelinkedtothelongtermprofitabilityandgrowthofBlockbustersVideo.CRMsystemshavebecometheruleforcustomerservicecenters.Nowmanagersaretakingthenextstep;toarmtheiragentswithaknowledgebasethatcande
