顾客满意度与价值链的绩效评价

Performance evaluation index of the value chain

价值链的绩效决定了该价值链是否有竞争力,价值链的绩效评价对于价值链绩效管理有非常重要的意义。在价值链绩效评价中,顾客满意是价值链绩效评价的一个重要指标。以绩效评价理论和顾客满意理论为基础,在分析了影响价值链绩效评价特点的基础上,探讨了价值链总体顾客满意和价值链节点顾客满意度的评价方法。

The performance of a value chain is the key factor that decides whether a value chain is competitive,and the performance evaluation of value chain is very meaningful to the performance management of value chain. Customer satisfaction could be an important aspect on the performance evaluation of value chain. The methods to measure the customer satisfaction of value chain as a whole and the customer satisfaction for the node of value chain are studied based on the analysis on specialty of performance evaluation of value chain under the guide of the theory of performance evaluation and the theory of customer satisfaction.