【作者】 戴俊良；

【导师】 乞建勋；

【作者基本信息】 华北电力大学（北京） ， 技术经济及管理， 2008， 博士

【摘要】 正文:2002年新一轮电力体制改革开展以后,电力工业和电力市场的运行效率不断提高,但同时电力企业开始面对前所未有的竞争,一些影响和谐的因素或矛盾也随之暴露出来,不少人开始意识到单纯的竞争并不能解决电力工业和电力市场中的全部问题。2006年,为响应党中央国务院构建社会主义和谐社会的号召,在国家电监会的倡议下,全电力行业深入贯彻落实科学发展观,提出了共建和谐电力的目标,为电力工业和电力市场的发展指明了方向。客户关系理论是目前比较先进同时也应用比较广泛的管理理论,它把企业行为看作是企业与上下游的消费者、供应商、分销商、竞争者以及政府和其他公众发生互动的过程,企业行为的目标就是在通过加强合作、实现共赢以保持良好客户关系的同时,实现自身利益最大化。可以看到,客户关系理论的内涵实际上与和谐电力高度一致,尽管目前客户关系理论在我国电力行业的应用尚少,但随着和谐电力建设的推进,其应用将会越来越广泛。本文着力于研究客户关系管理能给电力市场带来的变化,从不同的侧面对电力市场中的相关问题进行系统和全面的综合论述,具有重要的现实意义和理论意义。在论述了选题背景、意义及研究现状的基础上,为界定论文研究对象的内涵和确保研究思路的正确性,第二章首先对CR(Customer Relationship)的核心、双赢原则、客户资源、CR的系统模式、CR应用要点等CR的基础理论分析的基础上,在客户细分方式、方法及策略应用方面进行了客户细分研究。在探讨了客户满意、客户忠诚以及它们之间的互动关系的基础上,就客户序位展开了应用评价研究。在CR应用基础研究的基础上,第三章分析了基于CR的电力市场框架。主要从CR在我国电力市场中的应用、电力市场中的特殊性、我国电力市场的现状与展望、我国电力市场中的CR关系等方面展开,为后续的章节展开铺垫。第四章主要探讨电网与电厂的CR关系,首先就CR关系对投资与成本的影响,分不考虑CR关系的投资行为及其成本、考虑CR关系的投资行为及其成本进行分析,其次,针对客户关系对电价形成的影响进行了研究。第五章主要探讨电网与用户的CR关系,首先针对大用户直购电模型与机制进行分析,在此基础上,探讨了基于CR的大用户直购电模型的优化研究,最后,得出了优化模型及营销策略。第六章主要探讨供电企业与用户的CR关系,首先分析了我国电力营销现状,其次,探讨了国内外电力营销中CR的发展和应用,并就客户满意度设计了调查问卷,最后,就客户关系管理体系的构建进行了研究。第七章主要分析了基于CR的我国电力市场运营及监管。首先针对我国电力管理体制、电力市场运营体制的演变进行了分析,并就电力监管的方向选择进行了探讨。其次,分析了当前电力市场运营影响CR关系的主要问题,并就基于CR的电力市场监管进行了探讨。最后,针对电力调度的公平性指标进行了研究。辅助服务是电力市场建设的重要内容之一,第八章以华北区域电网并网电厂辅助服务管理建议办法作为案例进行了实证研究。第九章,结论。总结全文,提出论文需要进一步改进的方面和今后需继续研究的主要问题。更多还原

【Abstract】 Content:In 2002, after a new round of electric power organizational reform, the operating efficiency of the electric power industry and the electric power market enhances unceasingly, but simultaneously the electric power enterprise facing a big competition that never have, some factors and contradictory which influence harmonious also exposes along with it, many people start to realize that complete competition not to be able to solve all questions in the electric power industry and the electric power market. In 2006, following the Government’s guide that build a harmonious socialist society , the State Electricity Regulatory Commission propose a proposal, that the entire electric power profession must thoroughly apply the Scientific Outlook on Development, and build a harmonious Electric Power, which indicated the development direction for the electric power industry and the electric power market.The customer relations theory is an advanced and widespread applied management theory at present. It regards that the enterprise behavior as an interaction process between the enterprise and the upstream and downstream consumer, the supplier, the distributor, the competitor as well as the government and other public. The goal of the enterprise behavior is enhances cooperation, realizes altogether wins which maintains the good customer relations, and maximized the own benefit at the same time. So far as we can see, the connotation of the customer relations theory is in fact as same as the harmonious electric power theory. Although the customer relations theory has little application in our electric power profession at present, but with the advancement of the harmonious electric power construction, its application will be more and more widespread.The achievement of this article is analyze the change of electric power market that under the influence of CRM. Therefore, if making a systematic and overall general dissertation from different sides for above-mentioned problems, it will have important realistic meaning and theoretical meaning.In order to define the connotation of the research object and make sure the exactness of research thought, the second chapter mainly analyses basic theory of CR, such as the core of CR, double win principle, customer resource, the system mode of CR, and CR application point. On the foundation of these basic analysis , this chapter processes customer research on the customer subdivision mode、method and strategy application. And at same time, it is outspread customer tagmeme application evaluating research after discussing customer satisfaction, customer loyalty, and the relation of each other.On the foundation of CR application basis research, the third chapter analyses electric power market frame which is based on CR. It mainly focuses on the following aspects: CR application in our country electric power market; the particularity of electric power market; the actuality and expectation of our country electric power market; the CR relationship of our country electric power market.The fourth chapter mostly discusses the CR relationship between electric net and electric plant. Firstly, it is analyzed on the infection of CR relationship vs investment and cost. Secondly, it is researched on the infection of CR relation vs electric price.The fifth chapter mostly discusses the CR relationship between electric net and customer. Firstly, it analyses on the model and mechanism of bigness customer vertical buying electric. On this basis, it discusses the optimizing research of bigness customer vertical buying electric. Finally, it educes the optimizing model and sale tactic.The sixth chapter mostly discusses the CR relationship between power supply and customer. Firstly, it analyses the status of our country electric power sale. Secondly, it discusses the CR development and application of the world electric power sale, and design of the customer satisfaction index investigating questionnaire. Finally, it is researched on the construct of customer relationship management system.The seventh chapter mostly discusses electric power market working and supervising condition based on CR in our country. Firstly, it is discussed on the evolvement of our country electric power management system, working system and the direction of electric power supervising. Secondly, it is discussed on the main problem of the electric power market working infection CR relationship, and more over the electric power market supervising based on CR. Finally, it is researched on the index of electric power attempter.The assistant service is one of the electric power market constructions. The eighth chapter carries out the demonstration research based on the suggesting method of combining net electric power plant assistant service in north China.The ninth chapter is conclusion. It summarizes and puts forward the improved aspects the thesis needs and main problems researching in the future.更多还原