A Study on Service Portfolio Innovation of the Power Grid Enterprise Against the Background of New Electricity Sector Reforms—Based on an Analysis of Literature at CNKI (2008-2017)

Abstract

Against the background of a new round of electricity sector reforms, due to the intensification of power sale market, service innovation has become an important way for the power grid enterprise to gain new competitive advantage. Based on a keyword search at CNKI database, this study selected 100 papers published between 2008 and 2017 on power grid service innovation. An analysis of these papers finds that much of the literature focuses on service quality management strategy, technology strategy, and product strategy of the power grid enterprise, little has comprehensively and systematically explored its service innovation. Based on an internal and external analysis of the power grid enterprise and a synthesis of 4P, 4C and 4R marketing theories, this study puts forward a pathway for service innovation of the power grid enterprise, which includes analyzing marketing situation, clarifying the strategic objectives of grid enterprises, establishing the customer relationship management based on market segmentation, adopting a customer-oriented marketing strategy, monitoring the data and controlling performance and so on.