中国零售业服务链战略模型的理论及实证分析

中国零售业在国际化的竞争下，面临着生存和发展的威胁。本文通过对零售业服务链内涵及组成结构的理论分析和实证检验，探讨了中国零售业服务链模型，以期实现顾客价值增值为最终驱动力。该模型以核心业务流程为中心，可以降低顾客成本，培养顾客忠诚度，提高顾客满意度，最终达到提高中国零售企业核心竞争力，获得长期竞争优势的目的。

A Theoretical and Empirical Analysis of Service Chain Strategy of Retailing in China

Under the competition of internationalism, China retail trade is facing threat of existence and development. By the definition of service chain content of retail trade and analyses of composition structure , the message probes into construction of service chain strategy of China retail trade , aiming at realizing the appreciation of customers＇ value as final driving power , centralizing core business process , decreasing customersr cost, and nurturing loyalty degree of customers, enhancing satisfaction degree of customers, and final achievement is to improve core competition power of re- tailing enterprise and maintain long-term competition.