Contents1.Introduction..............................................................................................22.CustomersegmentforTaobao.............................................................32.1Customersegment........................................................................32.2Corecustomer...............................................................................53.Serviceprocess......................................................................................53.1Thenatureofserviceprocess.......................................................53.2Processenvironment.....................................................................63.3Servicedelivery.............................................................................64.Evaluationofcustomerperceivedvalue.............................................74.1Customerexpectation...................................................................74.2Customersatisfaction...................................................................95.PerformancemeasurementofTaobao................................................95.1Theevaluationofmarketing........................................................95.2Theevaluationofoperation.......................................................116.ServicestrategyforTaobao...............................................................136.1Strategicobjectives.....................................................................136.2Serviceconcept............................................................................146.3Performanceobjective................................................................157.Conclusion...........................................................................................168.Reference.............................................................................................16IntroductionAlibabagroup,whichwasfoundedin2003,itisbecometaobao'stopC2CandB2CplatforminChina.In2010,itisChina’sbiggestonlineretailmarket.Alipay,foundedin2004,isleadingthird-partyonlinepaymentplatform,it’sthebiggestofallinChinamarketshare.Taobaomallexpandthetaobao’sB2CplatformandsupplementtheC2Cmarket,itmakesthecompanygethigherprofits.InChina,withtheInternetusersincreasefast,moreconsumerstostartusingrivalsofe-commercesitesinbusiness-to-consumermarket.Accordingtoourstudytheserviceoperationmanagementandhelptaobaoserviceprocesstoeffectivetransfervalue,improvetheproblemsexistinginmarketingandserviceoperations.Developingtaobao’sB2Cplatform,giveittocreateaneffectiveservicestrategy,intoChina'snewonlinemarket.CustomersegmentforTaobaoCustomersegmentMarketbasedonsubdivisionvariables,customerintodifferentgroups,eachgroupusingsimilarmarketingtool.DemographicsegmentationTheyoungmanshoppingontaobaomajority,currentlytaobaoshoppingusersarepresentyoungtrend.16and32usersthan83%ofshoppingonline,becomeastheabsolutemainarmycrowd.Peopleoftenthinkonlineshoppinguserpredominantlyfemale,whilethedatashowsthatmenonlineshoppingusersthanwomen,10percenthigherproportionthanwomengenerallyconsumptionamount.Ontaobaoshoppingcrowdmostisthewhite-collar,oftenusethecomputer.Theyhaveacertainculturaldegree,likeshopping,butIhavenotimetobuy.Onlineshoppingcansavealotoftime.Inaddition,onlineshoppingismoreeconomicalsavethanordinaryshopping,andproductspricearecheaper.So,incomeisnotveryrichpeopl...