医药零售行业竞争力及服务创新研究

医药零售行业本质上属于服务业,用波特的五力模型分析医药行业的竞争环境,发现服务创新是医药行业进一步发展和提高竞争力的基础,医药零售行业服务创新体系包括服务理念创新、服务界面创新、服务产品创新、服务组织创新以及服务标准化五个方面。根据孙伯和加卢的服务创新驱动力模型,明确创新的轨道,将消费者纳入创新的主体,将服务创新作为企业不变的战略之一,激发员工的创新积极性,将服务创新专门化、专业化,是医药零售行业服务创新的基本对策。

Research on Pharmaceutical Retail Industry Competitiveness and Service Innovation

Pharmaceutical retail industry is essentially a service industry.With Porter′s five forces model analysis of the competitive environment in the pharmaceutical industry,it can be found that service innovation is the foundation of pharmaceutical industry to develop and enhance the competitiveness.The system of pharmaceutical retail industry service innovation includes five aspects: service concept innovation,service interface innovation,service product innovation,service organization innovation and service standardization.According to SUN Bo and Gallouj′s driven model of service innovation,the basic service innovation strategies include the following ways: clear innovation track,taking the consumer into the main body of innovation,making service innovation as one of the important strategies,stimulating the enthusiasm of the staff,etc.