基于顾客价值的物流企业能力要素分析及评价

Analysis and Evaluation of Capability Elements of Logistics Enterprise Based on Customer Value Creation

企业的价值来源于顾客价值.以物流企业为研究对象,从识别和满足顾客需求的角度,构建了物流企业的能力要素体系,并认为企业的能力由运营能力、变革能力和学习能力三个层面构成,其中运营能力和变革能力决定了企业满足顾客需求的能力,学习能力决定了企业是否能够准确识别顾客关键需求.结合物流企业的特征,将每一层面细分为若干子能力要素,运用多级综合模糊评判法对物流企业能力进行定量评价,以期为物流企业培育核心能力提供决策依据.

Value of a firm comes from value of its customers.Focusing on logistics enterprises,a three-hierarchy framework is presented from a view of discerning and satisfying customer demands.It is considered that a firm s business capabilities may be made up of three types,i.e.,operation capability,reformation capability and learning capability.Operation and reformation capabilities reflect the level of satisfying customer demands,while learning capability decides if a firm is able to discern exactly the key demand...