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服务利润链下的员工-顾客关系管理 被引量:2

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摘要 本文以服务利润链(Service-profitChain)理论为切入点,以企业、员工和顾客三者间的相关利益关系为主线,阐述了企业有效管理员工-顾客间关系的必要性,分析了导致员工-顾客间产生“满意映像”的前提和影响这种关系的相关因素,并就企业如何有效管理员工-顾客间的关系,提出了相关策略。
出处 《商业时代》 北大核心 2006年第36期30-31,共2页 Commercial
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共引文献57

同被引文献26

  • 1张黎莉,周耀烈.员工工作满意度研究综述[J].企业经济,2005,24(2):29-30. 被引量:77
  • 2张宇,蔺雷,吴贵生.企业服务创新类型探析[J].科技管理研究,2005,25(9):130-133. 被引量:17
  • 3肖峰.员工工作满意度研究综述[J].科技资讯,2006,4(17):206-206. 被引量:16
  • 4李国军,王重鸣.组织创新的研究进展[J].心理科学,2006,29(5):1240-1242. 被引量:15
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