摘要
在阐述服务企业竞争力的八要素理论、四阶段理论、服务竞争优势理论、服务价值链理论和顾客价值理论等基础上,指出顾客价值是服务企业竞争优势的根本所在,是服务企业竞争力的新来源,是顾客满意和忠诚的驱动力,是服务企业战略创新的基点,并构建了基于顾客价值的服务企业竞争力动态研究模型.要提升服务企业竞争力,就必须实施顾客价值战略,注重顾客知识获取,准确量化顾客价值,建立基于顾客价值的服务管理文化.
On the basis of eight-elements,four-phases,service competitive superiority,service-value chain and customer value of service-enterprise competitiveness,this paper points out that the competitive superiority of service-enterprise lies in customer value and it is the new resources of competitiveness,the motivity of customer satisfaction and faithfulness,and the foundation of strategetic innovations.Based on customer value,this paper also constructs a dynamic research model for service-enterprise competitiveness.In order to promote its competitiveness,enterprise must put strategy of customer value into effect,put emphasis on obtaining customer knowledge,estimate customer value precisely and establish service management culture which is based on customer value.
出处
《吉首大学学报（自然科学版）》
CAS
2006年第5期120-124,共4页
Journal of Jishou University(Natural Sciences Edition)
基金
湖南省自然科学基金资助项目(00JJY2064)
关键词
顾客价值
服务企业
企业竞争力
策略
customer value
service enterprise
enterprise competitiveness
strategy
