目录
一 引言·················································3
（一）研究背景··········································3
（二）研究目的··········································3
二 服务的现状 ··········································4
（一）一对一服务的现状··································4
（二）半自助服务的现状··································4
（三）全自助服务的现状··································5
三 服务中存在的问题·····································6
（一）一对一服务的问题··································6
（二）半自助服务的问题··································6
（三）全自助服务的问题··································7
四 吸引顾客的服务发展策略······························7
（一）一对一服务的发展策略······························7
（二）半自助服务的发展策略······························7
（三）全自助服务的发展策略······························8
五 总结················································9
六 参考文献············································11
七 致谢·················································11
一：引言
（一）研究背景
随着电子商务的发展，网上购物成为了人们的习惯，在网上下一个单，过几天就能收到，不仅价格便宜了不少，还不用出门，现在淘宝、京东、苏宁、易迅各B2C 平台开始进行“商业地产化”的平台运作，从而满足用户一站式的购物需求。据统计2012 年中国网络购物市场规模超过1.27 万亿元，仅2012 年天猫双十一当天支付宝交易额达191 亿元，人均购物额增长到5600 元。网购用户规模稳步增长，4 月中国网络购物用户规模已经达到2.42 亿，在这样的时代里，实体店该如何发展呢？它需要靠怎样的服务和营销手段来争取客户，吸引顾客，从而获得最大的收益是很多实体店老板们非常关心的事情。
