基于顾客价值的服务流程评价指标体系构建

Design of the Valuation Indicator System for Service Process Based on Customer Value

本文从顾客价值角度构建了服务流程评价指标体系,认为服务流程评价指标体系应该包括学习能力指标、流程运营指标和价值创新指标,其中流程运营指标体现顾客价值传递和生成能力;学习能力指标体现顾客价值判断识别能力;价值创新指标体现顾客价值创造能力。

This paper presented a evaluation index system of service process from a view of discerning, deliverying and innovation customer value. Process operating index reflects the level of delivery and generate customer value;Learning index reflects the ability to identify customer value;Value innovation index reflects the ability to create customer value.