天津职业技术师范大学学报

在电子商务飞速发展的时代背景下,售后服务是决定中小企业发展的一个重要因素。文章根据对中小企业售后服务的调查和分析,探讨其存在的主要问题及现实原因,从企业自身、消费者、政府及第三方服务商等几方面构建电子商务环境下的中小企业售后服务体系,提出提高中小企业售后服务能力的若干建议。

In the context of rapid development of e-commerce, after-sales service has been an important factor in the development process for small and medium-sized enterprises. According to the investigation and analysis of the after-sales service of SMEs, this paper has analyzed main problems and practical reasons from the different angles including enterprises, consumers, government and third-party service providers. Then a set of service system for SME in the environment of e-commerce is built and a few of recommendations are put forward to improve the abilities of the development of after-sales service for SMEs.