面向管理改进的服务企业顾客满意度模型

The Customer Satisfaction Model for Management Improvement of Service Enterprises

本文以改进我国服务企业服务运作、提高服务管理水平为目标,首次将服务利润链引入顾客满意度模型,并选择有利于服务企业管理诊断与改进的观测变量,建立了面向管理改进的服务企业顾客满意度模型。本模型的建立,将促进我国服务企业改进服务运作、提高服务管理水平。

For improving the service operation and service management level of service enterprises, this paper introduces the factors, such as service profit chain, information, etc, into the customer satisfaction model for the first time, and builds up a new customer satisfaction model with a new series of observation variables which are suitable for improving service management level.