摘要
通过回顾供应链、服务利润链理论渊源,了解这些理论的发展过程,进而了解供应链上每一个企业如何从服务利润链的逻辑内涵入手阐述在企业管理中打造服务利润链。本文从员工满意度、顾客满意度等方面,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。
This article is based on reviewing the Supply Chain and the Service Profit Chain Theory＇s origin to find out the develop- mental process about these theories, and then people can know on how to make the service profit chain after acquainting logic intension of Service Profit Chain Theory. Taking employee＇s satisfaction, customer＇s satisfaction as a masterstroke, this paper reports the result of an exploratory study of the application of service profit chain and points out a series of management strategies which center on the service profit chain.
出处
《中国市场》
北大核心
2008年第6期78-80,共3页
China Market
关键词
服务利润链
员工满意度
顾客满意度
service profit chain
employee satisfaction degree
customer satisfactory degree
