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1、外文资料翻译译文服务营销 “服务营销”是一种通过关注顾客，进而提供服务，最终实现有利的交换的营销手段。实施服务营销首先必须明确服务对象，即“谁是顾客”。像饮料行业的顾客分为两个层次：分销商和消费者。对于企业来说，应该把所有分销商和消费者看作上帝，提供优质的服务。通过服务，提高顾客满意度和建立顾客忠诚。服务营销的一般特点： （1）供求分散性 服务营销活动中，服务产品的供求具有分散性。不仅供方覆盖了第三产业的各个部门和行业，企业提供的服务也广泛分散，而且需供方更是涉及各种各类企业、社会团体。 （2）营销方式单一性 有形产品的营销方式有经销、代理和直销多种营销方式。有形产品在市场可以多次转手，经批发
2、、零售多个环节才使产品到达消费者手中。服务营销则由于生产与消费的统一性，决定其只能采取直销方式，中间商的介入是不可能的，储存待售也不可能。 （3）营销对象复杂多变 服务市场的购买者是多元的、广泛的、复杂的。购买服务的消费者的购买动机和目的各异，某一服务产品的购买者可能牵涉社会各界各业各种不同类型的家庭和不同身份的个人，即使购买同一服务产品有的用于生活消费，有的却用于生产消费，如信息咨询、邮电通讯等。 （4）服务消费者需求弹性大根据马斯洛需求层次原理，人们的基本物质需求是一种原发性需求，这类需求人们易产生共性，而人们对精神文化消费的需求属继发性需求，需求者会因各自所处的社会环境和各自具备的条件不
3、同而形成较大的需求弹性。同时对服务的需求与对有形产品的需求在一定组织及总金额支出中相互牵制，也是形成需求弹性大的原因之一。 （5）服务人员的技术、技能、技艺要求高服务者的技术、技能、技艺直接关系着服务质量。消费者对各种服务产品的质量要求也就是对服务人员的技术、技能、技艺的要求。服务者的服务质量不可能有唯一的、统一的衡量标准，而只能有相对的标准和凭购买者的感觉体会。 服务营销的原则: “顾客关注”的九项原则1、获得一个新顾客比留住一个已有的顾客花费更大。企业在拓展市场、扩大市场份额的时候，往往会把更多精力放在发展新顾客上，但发展新的顾客和保留已有的顾客相比花费将更大。此外，根据国外调查资料显示，
4、新顾客的期望值普遍高于老顾客。这使发展新顾客的成功率大受影响。2、除非你能很快弥补损失，否则失去的顾客将永远失去。每个企业对于各自的顾客群都有这样那样的划分，各客户因而享受不同的客户政策。但企业必须清楚地认识到一点，即每个顾客都是我们的衣食父母，不管他们为公司所做的贡献是大或小，我们应该避免出现客户歧视政策。3、不满意的顾客比满意的顾客拥有更多的“朋友”。竞争对手会利用顾客不满情绪，逐步蚕食其忠诚度，同时在你的顾客群中扩大不良影响。这就是为什么不满意的顾客比满意的顾客拥有更多的“朋友”。4、畅通沟通渠道，欢迎投诉。有投诉才有对工作改进的动力，及时处理投诉能提高顾客的满意度，避免顾客忠诚度的下降
5、。畅通沟通渠道，便于企业收集各方反馈信息，有利于市场营销工作的开展。5、顾客不总是对的，但怎样告诉他们是错的会产生不同的结果。顾客不总是对的。“顾客永远是对的”是留给顾客的，而不是企业的。企业必须及时发现并清楚了解顾客与自身所处立场有差异的原因，告知并引导他们。当然这要求一定营销艺术和技巧，不同的方法会产生不同的结果。6、顾客有充分的选择权力。不论什么行业和什么产品，即使是专卖，我们也不能忽略顾客的选择权。市场是需求的体现，顾客是需求的源泉。7、你必须倾听顾客的意见以了解他们的需求。为客户服务不能是盲目的，要有针对性。企业必须倾听顾客意见，了解他们的需求，并在此基础上为顾客服务，这样才能作到事
6、半功倍，提高客户忠诚度。8、如果你不愿意相信，你怎么能希望你的顾客愿意相信？企业在向顾客推荐新产品或是要求顾客配合进行一项合作时，必须站在顾客的角度，设身处地考虑。如果自己觉得不合理，就绝对不要轻易尝试。你的强迫永远和顾客的抵触在一起。9、如果你不去照顾你的顾客，那么别人就会去照顾。市场竞争是激烈的，竞争对手对彼此的顾客都时刻关注。企业必须对自己的顾客定期沟通了解，解决顾客提出的问题。忽视你的顾客等于拱手将顾客送给竞争对手。 服务营销的管理为了有效地利用服务营销实现企业竞争的目的，企业应针对自己固有的特点注重服务市场的细分、服务差异化、有形化、标准化等问题的研究，以制定和实施科学的服务营销战略
7、，保证企业竞争目标的实现。 1服务市场细分 任何一种服务市场都有为数众多、分布广泛的服务需求者，由于影响人们需求的因素是多种多样的，服务需求具有明显的个性化和多样化特征。任何一个企业，无论其能力多大，都无法全面满足不同市场服务需求，都不可能对所有的服务购买者提供有效的服务。因此，每个企业在实施其服务营销战略时都需要把其服务市场或对象进行细分，在市场细分的基础上选定自己服务的目标市场，有针对性地开展营销组合策略，才能取得良好的营销效益。 2服务的差异化 服务差异化是服务企业面对较强的竞争对手而在服务内容、服务渠道和服务形象等方面采取有别于竞争对手而又突出自己特征，以战胜竞争对手，在服务市场立住脚
8、跟的一种做法。可从以下三个方面着手： 调查、了解和分清服务市场上现有的服务种类、竞争对手的劣势和自己的优势，有针对性、创造性地开发服务项目，满足目标顾客的需要。 采取有别于他人的传递手段，迅速而有效地把企业的服务运送给服务接受者。 注意运用象征物或特殊的符号、名称或标志来树立企业的独特形象。 3服务的有形化 服务有形化是指企业借助服务过程中的各种有形要素，把看不见摸不着的服务产品尽可能地实体化、有形化，让消费者感知到服务产品的存在、提高享用服务产品的利益过程。服务有形化包括三个方面的内容： 服务产品有形化。即通过服务设施等硬件技术，保证服务行业的前后一致和服务质量的始终如一；通过能显示服务的某
9、种证据，增强消费者对服务的感知能力。 服务环境的有形化。服务环境是企业提供服务和消费者享受服务的具体场所和气氛，它虽不构成服务产品的核心内容，但它能给企业带来先入为主的效应，是服务产品存在的不可缺少的条件。 服务提供者的“有形化”。服务提供者是指直接与消费者接触的企业员工，其所具备的服务素质和性格、言行以及与消费者接触的方式、方法、态度等如何，会直接影响到服务营销的实现，为了保证服务营销的有效性，企业应对员工进行服务标准化的培训，让他们了解企业所提供的服务内容和要求，掌握进行服务的必备技术和技巧，以保证他们所提供的服务与企业的服务目标相一致。 4服务的标准化 由于服务产品不仅是靠服务人员，还要
10、借助一定的技术设施和技术条件，因此这为企业服务质量管理和服务的标准化生产提供了条件，企业可以把这部分技术性的常规工作标准化，可以从以下五点来考虑： 从方便消费者出发，改进设计质量，使服务程序合理化。 制定要求消费者遵守的内容合理、语言文明的规章制度，以诱导、规范消费者接受服务的行为，使之与企业服务生产的规范相吻合。 改善服务设施，美化服务环境，使消费者在等待期间过得充实舒服，如设置座椅，放置书报杂志，张贴有关材料等，为消费者等待和接受服务提供良好条件。 使用价格杠杆，明码实价地标明不同档次、不同质量的服务水平，满足不同层次的消费者的需求规范服务提供者的言行举止，营造宾至如归的服务环境和气氛，使
11、服务生产和消费能够在轻松、愉快的环境中完成。 外文原文Service marketing Service marketing is a closely through the customer, and then provides a service, achieve beneficial exchange marketing. To implement service marketing must first clear the service object. Who is the customer. Like the drinks industry customers are divide
12、d into two levels: Distributors and consumers. For the enterprise. Should take all the distributors and consumers as God, to provide quality services.To improve customer satisfaction and customer loyalty though the service. The general characteristics of the service marketing:(1) supply and demand d
13、ispersionService marketing activities, services of supply and demand of the product with dispersion. Not only the cover of various departments and the industry to the tertiary industry, enterprise services are widely dispersed, but the need for supplier is involved in various types of enterprises, s
14、ocial groups.(2) a single marketingTangible products marketing distribution, agents and direct sales to a variety of marketing methods. Service marketing is due to the production and consumption of unity, decide its can take direct way, the middlemans involvement is impossible, impossible also store
15、d for sale.(3) marketing objects are complexService market buyers is multiple, extensive, complex. Buying service consumer purchasing motivation and different purposes, A service purchasers of products may be involved in the community all the various types of family and individual identity, even to
16、buy the same product or service for life, while others used in the production of consumption, such as information, such as communication of post and telecommunications.(4) the service consumer demand elasticityAccording to Maslow hierarchy of needs theory, peoples basic material needs is a primary d
17、emand, this demand is easy to produce common people, but the people to the spiritual and cultural consumption demand is secondary to demand, the demand for the social environment and each having the condition caused greater elasticity of demand. At the same time, the demand for services and to tangi
18、ble products demand in certain organization and the total amount of spending in the mutual and diversionary, is one of the causes of formation of elasticity of demand.(5) service personnel, technology skills, high art requirementService technical, skills, skills directly related with the quality of
19、service. Of a variety of consumer service product quality requirements is the service personnel on the technology, skills, technical requirements. Service services quality may not be the only, unified standards, but only a relatively standard and with the purchasers sensory experience.Service market
20、ing principles: customer focus nine principles1, get a new customer than to keep an existing customer to spend more. Companies to expand their markets, expand the market share of the time, tend to put more energy on the development of new customers, but the development of new customers and retain ex
21、isting customers will cost more than. In addition, according to the survey data show, new customer expectations is generally higher than the old customer. This make the development of new customer success rate greatly affected.2, unless you can compensate for the loss of soon, or lose customers will
22、 lose forever. Each enterprise to their customer base that division, customers and enjoy the different customer policy. But the business must clearly recognize a little, that each customer is God to us, no matter what they are doing for the company is large or small, we should avoid customer discrim
23、ination policy.3, dissatisfied customers than satisfied customers have more friends. Competitors may use customer dissatisfaction, gradually eroded their loyalty, and in your customer base expanding adverse effects. This is why unhappy customers than satisfied customers have more friends.4, open com
24、munication channels, welcomed the complaints. There are complaints have to work on improving the power, the timely processing of complaints can improve the customer satisfaction customer loyalty, to avoid falling. Open communication channels, for enterprises to collect all the feedback information,
25、facilitates the marketing work.5, the customer is not always right, but how to tell them that they are wrong will produce different results. The customer is not always right. The customer is always right is left to the customer, not the enterprise. Enterprises must be found and clear understanding o
26、f customer and the position of different reasons, to inform and guide them. Of course, this requires some marketing art and technique, different methods will produce different results.6, the customer has full power of choice. No matter what industry and what products, even the monopoly, we cannot ne
27、glect the consumer choice. Market demand is the embodiment of customer demand, is the source of.7, you must listen to the views of customers to understand their needs. Customer service can not be blind, have targeted. The enterprise must listen to the views of customers, understand their needs, and
28、on this basis for customer service, so as to achieve twice the result with half the effort, to improve customer loyalty.8, if you do not believe, how can you hope your customers would like to believe? Enterprises to customers recommend new products or requirements of customers with a cooperation, cu
29、stomers must stand in the perspective, place oneself in others position to consider. If you think it is reasonable, do not try. Your force forever and customer conflict together.9, if you do not take care of your customers, then people will take care of. The market competition is fierce, competition
30、 to each others customers are always concerned about the. The enterprise must own the customer regular communication and understanding, to solve customer problems. Ignore your customer to customer to competitors relinquished.Service marketing managementIn order to effectively use the service marketi
31、ng for enterprise purposes, enterprises should according to their own inherent characteristics of service-oriented market segmentation, service differentiation, materiality is changed, standardization and so on, to formulate and implement the scientific marketing strategy, ensure to achieve the goal
32、 of enterprise competition.1,service marketing segmentationAny kind of service market, a large number of widely distributed service demand, due to the influence of demand factors are diverse, service demand has obvious personalized and diversified characteristics. Any company, regardless of its abil
33、ity to much, cannot fully satisfy different market demands for service, it is not possible for all buyers to provide effective services for the service. Therefore, every enterprise in the implementation of the service marketing strategy when they need to its service market or object segmentation, ba
34、sed on market subdivision selected their own services to target markets, conduct targeted marketing combination strategy, in order to obtain good marketing effectiveness.2,service differentiationDifferentiated service is a service business in the face of strong competition in the service content, se
35、rvice channels and service image and adopt different from competitors and highlight their own characteristics, to defeat the competitor, in the service market stand the heel of a practice. From the following three aspects:Product of service tangibility. Through the service facilities such as hardwar
36、e technology, assurance services consistent service quality and service through be consistent from beginning to end; can show some evidence of service to consumers, enhances the perception ability.Take different from others transmission means, quickly and effectively to the enterprise service operat
37、ion to service recipients.Pay attention to the use of symbols or special symbols, name or logo to establish the unique image of enterprises.3,service tangibilityTangibility of service is refers to the enterprise with the aid of a variety of services in the process of material factors, the invisible
38、service product as far as possible entity, tangible, let consumer perception to service products, improve the existing product interests enjoy the service process. Tangibility of service includes the content of three respects:Product service tangibility. Through the service facilities such as hardwa
39、re technology, assurance services consistent service quality and service through be consistent from beginning to end; can show some evidence of service to consumers, enhances the perception ability.Service environment tangible. Service business environment is to provide services and consumers to enj
40、oy the services of specific sites and atmosphere, although it does not constitute the core content of service product, but it can bring to the enterprise first impressions are strongest effect, is the indispensable conditions of service products.Service provider tangible. The service provider is the
41、 direct contact with the consumer enterprise staff, the service quality and character, behavior and consumer engagement means, method, attitude, will directly affect the realization of service marketing, service marketing in order to ensure the validity, enterprises staff services standardized train
42、ing, let them understanding of enterprise services content and requirement, master of essential service technology and techniques, to ensure that the services they provide and enterprise service goals.4,service standardizationAs service products is not only by service personnel, but also with certai
43、n technical facilities and technical conditions, so the service for the enterprise quality management and standardization of services production provided conditions, enterprises can take the technical routine work standardization, can from the following five points to consider:Starting from the conv
44、enience of consumers, improve design quality, make the service process rationalization.Formulate requirements for consumers to observe the contents of reasonable, civilized language rules, to induce consumers to accept service, normative behavior, and make the enterprise service production norms coi
45、ncide.Improving the service facilities, landscaping services environment, so that consumers in the waiting period live comfortable, such as setting seat, placing the books and magazines, post material, as consumers wait and accept services provide good conditions.The use of price leverage, clearly m
46、arked to indicate the different grades, different quality level of service, to meet different levels of consumer demandStandard service provider behavior, create the guests feel at home. Service environment and atmosphere, make the service production and consumption can be in a relaxed, pleasant env
47、ironment in.五分钟搞定5000字毕业论文外文翻译，你想要的工具都在这里!在科研过程中阅读翻译外文文献是一个非常重要的环节，许多领域高水平的文献都是外文文献，借鉴一些外文文献翻译的经验是非常必要的。由于特殊原因我翻译外文文献的机会比较多，慢慢地就发现了外文文献翻译过程中的三大利器：Google“翻译”频道、金山词霸（完整版本）和CNKI“翻译助手。具体操作过程如下： 1.先打开金山词霸自动取词功能，然后阅读文献； 2.遇到无法理解的长句时，可以交给Google处理，处理后的结果猛一看，不堪入目，可是经过大脑的再处理后句子的意思基本就明了了； 3.如果通过Google仍然无法理解，感觉
48、就是不同，那肯定是对其中某个“常用单词”理解有误，因为某些单词看似很简单，但是在文献中有特殊的意思，这时就可以通过CNKI的“翻译助手”来查询相关单词的意思，由于CNKI的单词意思都是来源与大量的文献，所以它的吻合率很高。 另外，在翻译过程中最好以“段落”或者“长句”作为翻译的基本单位，这样才不会造成“只见树木，不见森林”的误导。四大工具： 1、Google翻译： google，众所周知，谷歌里面的英文文献和资料还算是比较详实的。我利用它是这样的。一方面可以用它查询英文论文，当然这方面的帖子很多，大家可以搜索，在此不赘述。回到我自己说的翻译上来。下面给大家举个例子来说明如何用吧比如说“电磁感应透明效应”这个词汇你不知道他怎么翻译，首先你可以在CNKI里查中文的，根据它们的关键词中英文对照来做，一般比较准确。 在此主要是说在google里怎么知道这个翻译意思。大家应该都有词典吧，按中国人的办法，把一个一个词分着查出来，敲到google里，你的这种翻译一般不太准，当然你需要验证是否准确了，这下看着吧，把你的那支离破碎的翻译在google里搜索，你能看到许多相关的文献或资料，大家都不是笨蛋，看看，也就能找到最精确的翻译了，纯西式的！我就是这么用的。 2、CNKI翻译：http:/dict.c