| ACKNOWLEDGEMENTS | 第4-5页 |
| ABSTRACT | 第5-6页 |
| 摘要 | 第7-9页 |
| LIST OF ABBREVIATIONS | 第9-16页 |
| Chapter 1 Introduction | 第16-25页 |
| 1.1 Research Background | 第16-17页 |
| 1.2 Research purpose and significance | 第17-21页 |
| 1.2.1 Research purpose | 第17-18页 |
| 1.2.2 Research significance | 第18-21页 |
| 1.3 Research content and methods | 第21-25页 |
| 1.3.1 Research content | 第21-24页 |
| 1.3.2 Research Methods | 第24-25页 |
| Chapter 2 Literature review | 第25-38页 |
| 2.1 Main concepts | 第25-26页 |
| 2.1.1 Marketing of medical instrument | 第25页 |
| 2.1.2 After-sales | 第25-26页 |
| 2.1.3 Service marketing | 第26页 |
| 2.2 Basic theory of service marketing | 第26-34页 |
| 2.2.1 The Service Profit Chain Theory | 第26-28页 |
| 2.2.2 5 Gaps Model of Service Quality | 第28-30页 |
| 2.2.3 The Service Triangle | 第30-34页 |
| 2.3 Research on the remote after-sales service marketing | 第34-38页 |
| 2.3.1 Research on service marketing | 第34-35页 |
| 2.3.2 Related research on remote after-sales service system | 第35-38页 |
| Chapter 3 Case Description | 第38-53页 |
| 3.1 "GE Healthcare" basic situation of after-sales service of large medicalequipment | 第38-48页 |
| 3.1.1 Overview of GE Healthcare | 第38-39页 |
| 3.1.2 Status of medical device business of GE Healthcare | 第39页 |
| 3.1.3 GE Healthcare Company Medical Equipment After-sales ServiceDepartment | 第39-41页 |
| 3.1.4 Status of after-sales service of large medical equipment of GEHealthcare | 第41-48页 |
| 3.2 Overview of the status quo of “GE Healthcare” large-scale medical deviceafter-sales service | 第48-53页 |
| 3.2.1 Customer relationship management system is imperfect | 第48-49页 |
| 3.2.2 lack of after-sales service assessment mechanism | 第49-50页 |
| 3.2.3 The level of after-sales service automation needs to be improved | 第50-53页 |
| Chapter 4 Case Analysis | 第53-76页 |
| 4.1 "GE" Medical’s after-sales service market analysis | 第53-58页 |
| 4.1.1 Macro Environmental Analysis | 第53-54页 |
| 4.1.2 Customer Analysis | 第54-57页 |
| 4.1.3 Competitor analysis | 第57-58页 |
| 4.2 GE Healthcare's after-sales remote service contents | 第58-63页 |
| 4.2.1 Remote monitoring, remote diagnosis and repair services | 第59-61页 |
| 4.2.2 Periodic maintenance of medical equipment | 第61页 |
| 4.2.3 On-site repair service | 第61-63页 |
| 4.3 Service satisfaction survey | 第63-70页 |
| 4.3.1 Collection of survey data | 第63-64页 |
| 4.3.2 Descriptive statistical analysis | 第64-68页 |
| 4.3.3 Discussion of the survey results | 第68-70页 |
| 4.4 The causes of problems in GE Healthcare’s remote after-sales service | 第70-76页 |
| 4.4.1 Insufficient investment in after-sales services | 第70-71页 |
| 4.4.2 After-sales technical services are not of high quality | 第71-72页 |
| 4.4.3 Inefficient use and waste of internal service resources of the company | 第72-73页 |
| 4.4.4 Imperfect after-sales remote service system restricts the improvementof service profit | 第73-76页 |
| Chapter 5 Solutions | 第76-95页 |
| 5.1 Solutions to the problem of after-sales service | 第76-88页 |
| 5.1.1 Reduce adverse effects caused by objective factors | 第76-77页 |
| 5.1.2 Improve the utilization efficiency of service resources | 第77-79页 |
| 5.1.3 Improve existing service mechanisms | 第79-82页 |
| 5.1.4 Implement a remote service mechanism | 第82-87页 |
| 5.1.5 Manage customer expectations and increase satisfaction | 第87-88页 |
| 5.2 Improvements to existing customer relationship management systems | 第88-95页 |
| 5.2.1 Segmentation of the target customer market | 第88-89页 |
| 5.2.2 Customize service plans for different levels of customers based onrequirements | 第89-93页 |
| 5.2.3 Implementation of customer satisfaction and loyalty survey | 第93-95页 |
| Chapter 6 Conclusions and Prospects | 第95-97页 |
| References | 第97-101页 |
| Appendix 1 | 第101-104页 |
| Appendix 2 | 第104页 |
