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服务利润链理论认为企业获利能力的强弱主要是由顾客忠诚度决定的;顾客忠诚是由顾客满意决定的;顾客满意是由顾客认为所获得的价值大小决定的;价值大小最终要由工作富有效率、对公司忠诚的员工来创造;而员工对公司的忠诚取决于其对公司是否满意;满意与否主要应视公司内部是否给予了高质量的内在服务。本文通过回顾服务利润链理论及其逻辑内涵,介绍了服务利润链的管理要点。以某家电企业为实例,从内部服务质量、员工满意度、顾客满意度、企业获利能力等方面,提出了一系列的以服务利润链理论为中心的企业管理策略。
Service profit chain theory that the strength of the profitability of enterprises is mainly determined by customer loyalty; customer loyalty is determined by customer satisfaction; customer satisfaction is determined by the value of the value of the customer decision; the value of the final value from the work Efficient and loyal to the company employees to create; and employee loyalty depends on the company is satisfied with the company; satisfaction or not depending on whether the internal company has given high-quality in-house services. By reviewing the service profit chain theory and its logical connotation, this paper introduces the management essentials of service profit chain. Taking a household electrical appliance enterprise as an example, this paper proposes a series of business management strategies centered on service profit chain theory from the aspects of internal service quality, employee satisfaction, customer satisfaction and enterprise profitability.