基于价值的顾客满意与企业绩效关系研究

【作者】 陈任峰；

【导师】 张大亮；

【作者基本信息】 浙江大学 ， 管理科学与工程， 2002， 硕士

【摘要】 随着科技的发展和社会的进步，市场环境发生了巨大的变化，出现了许多以前没有遇到过的新问题。面对新问题和新形势，顾客满意逐渐成为企业和顾客共同关心的焦点。 企业的生存和发展离不开顾客，如何在日渐规范的市场环境中，吸引顾客，留住顾客，让顾客满意，将成为企业研究和管理的头等大事。目前，相当一部分国内企业正在尝试或即将导入顾客满意管理。为了配合企业顾客满意管理的顺利实施，学术界做了大量的顾客满意研究工作，但在顾客满意究竟能带给企业什么好处及其内在动因方面，目前的研究还远远满足不了企业的需求。 正是在这种情况下，本文试图从价值的角度入手，引入时间概念，对顾客满意度与企业绩效的关系进行纵向研究，同时，为了实现企业资源的最优配置，本文还将对各种顾客满意因素分别从顾客重要度和企业绩效的角度进行分解、归类。希望通过本文的工作能为现阶段国内企业进行有效顾客满意管理提供一定的参考。更多还原

【Abstract】 With the development of science, technology and society, the market environment has changed tremendously during the past years. As a result, numerous new problems have emerged and "customer satisfaction" is gradually becoming one of the important concerns for both enterprises and customers.Enterprises cannot grow and progress without customers. In the new environment, it is most important for enterprises to research and manage customers, including how to retain customers, how to satisfy customers and so on. Now, a lot of domestic enterprises are trying on "customer satisfaction" . Companying with enterprises’ implementation, academes have carried a lot of researches on " customer satisfaction" . However, most of the researches cannot explain what’ s the relation between "customer satisfaction" and enterprise profits.This study focuses on the relation between " customer satisfaction" and enterprise profits by integrating the principles of the value theory and longitudinal method. At the same time, in order to optimize enterprises resources, this study attempt to classify customer satisfaction index by customer weightiness and enterprises. I hope that my study will be helpful to enterprises to implement their "customer satisfaction management successfully.更多还原