KCV与LC之间的内在机理分析

The analysis of Inner Mechanism between Key Customer Value and Logistics Cost

本文从客户满意、感知效果等概念的定义入手,首先推导出客户满意、顾客感知效果和关键客户价值三者之间的函数表达式,然后运用“顾客感知服务质量”理论和“效益背反”定律探讨客户满意、感知效果、物流服务水平和物流成本四者之间的变动关系。在此基础上,通过逻辑关系推理,探讨得知关键客户价值与物流成本之间的内在波动关系。

This Paper,based on the definitions of correlative concepts,customer satis faction,and perceived effect and so on,deduce the function of customer satisfact ion,customer perceived effect and key customer value firstly,and then discusses the waves among customer satisfaction,perceived effect,logistics service level a nd the logistics cost.At last,it discusses and ontains the rule of inner fluctua tion between key customer value and logistics cost.