本文分析了制造分销型企业服务创新的需求、过程和特点,提出了基于平台方法的客户服务创新支持平台,并分析了其工作原理和应用方法,比较了产品平台与服务平台,最后给出了其应用实例和亟需研究的问题。

The requirements, processes, and characters of the service innovation in production-distribution enterprises are analyzed, the customer service innovation support platform based on the platform method is proposed. Its operational principle and application methods are examined; the product platform and service platform are compared. Finally, an example of its application and some issues that should be urgently studied are given.