服务利润链视角下的晋商商业文化研究

Research on Shanxi Commercial Culture from the Perspective of Service Profit Chain

通过分析晋商商业文化中对员工和顾客的管理原则与制度,围绕内部服务质量和外部服务价值两个中心点,构建独具晋商商业特色的服务利润链模型,阐释晋商商业文化与商业繁荣之间存在的关系,认为商业文化所培育的忠诚员工和忠诚顾客是商号发展的根本动力和利润源泉。并以传承和发扬晋商商业文化为目的,对当代企业提出了关于员工离职率和顾客流失率的反思。

Through the analysis of the management principles and systems for employees and customers in Shanxi commercial culture, around the two centers of internal quality of service and external service value, and constructs the service profit chain model with commercial characteristics of Shanxi. Explained the relationship be- tween commercial culture and business prosperity of Shanxi, believed that the loyalty of the business culture and the loyalty of the customer are the fundamental motivations and profit sources of the firm＇s development. And to inherit and carry forward the commercial culture of Shanxi, putting forward the reflection on employee turnover rate and customer turnover rate.