【摘要】 基于顾客满意度理论和7Ps服务营销组合理论,运用德尔菲法、访谈法和因子分析法构建适用于供电企业的顾客满意度评价体系。以泉州供电公司为例,根据测评结果,针对性地提出新形势下供电企业服务营销组合策略:①在产品与价格方面,着重利用大数据技术,挖掘用户深层次需求,实施新型电价体系。②在渠道与促销方面,建设能源数据云平台,基于共享经济,利用社交软件尝试鼓励用户参与创新。③在人员、服务过程与有形展示方面,建立完善的员工激励机制,合理规划营业场所布局,借助视觉识别设计技术,提升顾客满意度。研究结论拓展了服务营销和顾客满意度相关理论的运用,为供电企业适应市场化变革、提升服务质量提供借鉴。更多还原

【Abstract】 Based on the customer satisfaction theory and the service marketing theory of 7 Ps,the Delphi method,interview and factor analysis method were used to construct the customer satisfaction evaluation system of power supply enterprise. By taking State Grid Quanzhou Electric Power Supply Company as an example,accorded to the evaluation results and combined with the electricity business marketing models in the new environment,the corresponding service marketing "7 Ps" combination strategies were put forward: ①In terms of products and prices,power supply companies should strengthen the use of big data technology to discover the needs of users deeply and implement the new electricity pricing system. ②In terms of channels and promotions,power supply companies could build the cloud platforms of energy data which based on the sharing economy and used social software to encourage users to participate in innovation. ③In terms of personnel,service process and physical display,the power supply companies could enhance the customer satisfaction by establishing a perfect employee incentive mechanism,regulating the layout of the business ground and office and using visual identification design technology. The conclusions did not only enrich the application of the theory of customer satisfaction and the service marketing theory of 7 Ps,but also provide the suggestions for the power supply enterprises to adapt to the change of market and improve the service quality.更多还原