提升电信服务企业顾客忠诚度的策略研究——基于服务利润链模型的分析

A study of strategies of improving customer loyalty in the communication service company——Based on the Service Profit Chain Model

文章分析了顾客忠诚的内涵和服务价值链模型。以服务利润链为主线,阐述了员工满意、顾客满意与顾客忠诚度之间的关系,提出了电信服务企业提高顾客忠诚度的具体策略。

This paper analyzes the notion of customer loyalty and the service profit chain model. Taking the service profit chain as a masterstroke, this paper also discusses the relations among employee satisfaction, customer satisfaction and customer loyalty. The specific measurements to improve communication service company customer loyalty are raised.