ZUCCUSQServicesMarketing(服务市场)第一次大作业关于农业银行服务情况的报告正文.doc

51 Huzhou st. Zhejiang University City College Hangzhou Zhejiang Province Mr. Zhang Agricultural Bank of China 5 Zhanlan st. West Area Beijing Attached is the report you request on 10 November 2012 analysing the service problem in the bad encounter of Mr. Zhou. There are some analysis methods are used into analyzing the case. The report analyse the Service product strategy and service delivery of the Agricultural Bank of China. And it also provides a Negative service encounter as a case for analysing the Agricultural Bank of China. It also provides the pricing of services and helps the Agricultural Bank of China to develop the service communication mix and manage the physical evidence of Agricultural Bank of China. At last, it will also help Agricultural Bank of China to manage service employees and service customers. We have made out a number of ways to improve the major issues and we have made a detailed implement plan to guide direction to improve the service level of Agricultural Bank of China. Preparing the report has been valuable and challenging. If you have any question, you can discuss the question with me and I will give a satisfying answer. Yours sincerely Zhou Xiangnan A REPORT ON ANALYSING THE SERVICE SITUATION OF Agricultural Bank of China, 2012 Prepared for: Mr. Zhang Submitted: 10 November, 2012 Prepared by: Zhou Xiangnan