摘要
通过回顾服务利润链理论渊源了解该理论的发展过程,从了解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的做法。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,提出了一系列以服务利润链理论为中心的企业管理策略。
This paper investigates the development of the service profit chain theory, and the ways to make the service profit chain. Also the paper presents a series of management strategies, which is based on the service profit chain theory, and covers aspects of inner service quality, employee＇ s satisfaction, customer＇ s satisfaction, and enterprise profitability of an electric appliance corporation.
出处
《工业工程》
2008年第5期135-141,共7页
Industrial Engineering Journal
关键词
服务利润链
顾客满意度
内部服务质量
service profit chain
customer satisfactory degree
inner service quality
