双因素战略分析:大型超市价值要素绩效持续改进的新工具

Two-factor Strategy Analyses: A New Tool for the Continuous Attribute-level Performance Improvement of Hypermarket

随着我国零售流通市场的全面开放,本土零售企业和外资零售企业在大型超市领域的竞争必将进一步加剧,其竞争力的提升最终落脚于通过具体价值要素绩效的持续改进赢得更高的总体顾客满意度。本文以实证数据为支撑,分析大型超市现有价值要素绩效持续改进战略的优劣,并根据价值要素绩效与总体顾客满意度之间关系的非线性与非对称性,提出了双因素战略。

Along with the full open of Chinese retailing industry, the competition between domestic and foreign hypermarkets will be more and more severe and the focus is to enhance overall customer satisfaction through the continuous improvement of attribute-level performance. Employing data from hypermarkets in Wuhan, this paper analyzes both the advantages and disadvantages of available attribute performance improvement strategies and suggests the new two-factor strategy on the base of the asymmetric and nonlinear relationship between attribute-level performance and overall satisfaction.