物流环境下“广义客户价值工程”的探究

Broad Customer Value Engineering with the Circumstance of Logistics

本文首先分析了物流环境下客户价值的变化新趋势,然后结合顾客感知服务质量理论,提出了物流环境下的“广义客户价值工程”的新概念及其函数表达式,并分别对功能、成本以及客户价值等相关要素加以界定,最后以此为基础探讨了基于关键客户价值的客户价值的改进措施。

With the circumstance of logistics, the new trend of customer value is analyzed in this paper firstly, then bring forward the new concept and function of “Broad Sense Customer Value Engineering”and the pertinent factors, for example function, cost and customer value and so on, are defined secondly. At last the mend measure of customer value, based on the key customer value, is discussed.