服务性企业服务利润链模型研究

发布时间：2018-06-27 07:37

本文选题：服务利润链 + 服务性企业　；参考：《广西科技大学》2013年硕士论文

【摘要】：在对传统服务利润链理论进行回顾的基础上，本文系统地阐述了其内部结构，详细分析了员工价值、顾客价值和企业价值等三者的具体构成及其影响因素，并论述了服务性企业服务利润链的驱动机理，从价值传递的角度更加深刻地诠释了传统服务利润链的理论思想。本文运用波士顿矩阵按照胜任力和工作绩效两个基本维度将员工划分为明星类员工、问号类员工、金牛类员工和瘦狗类员工，并阐述了各类员工的特点及管理策略，，构建了四类员工能力循环。同时将员工能力循环与员工价值影响因素相结合构建了员工模块。接着指出传统服务利润链以顾客导向为原则，忽视顾客满意与顾客忠诚的弱相关等不足，引入竞争者因素并从顾客遗憾维度分析顾客忠诚。同时将市场按照地理、人口、心理和行为等四大变量进行细分，结合顾客价值影响因素构建了顾客模块。运用企业生命周期理论，并结合企业价值影响因素及平衡计分卡构建了企业模块。在战略服务观的指导下，本文结合服务营销三角形理论，将员工、顾客和企业等三者联接在一起，构建并分析了服务性企业服务利润链模型。最后从员工层面和顾客层面分别给出了基于服务利润链的服务性企业管理建议。
[Abstract]:On the basis of reviewing the traditional service profit chain theory, this paper systematically expounds its internal structure, and analyzes in detail the concrete composition and influencing factors of employee value, customer value and enterprise value. The driving mechanism of service profit chain of service enterprise is discussed, and the theoretical thought of traditional service profit chain is explained more deeply from the angle of value transfer. In this paper, according to the basic dimensions of competency and job performance, the employees are divided into star employees, question mark employees, Taurus employees and skinny dog employees according to the Boston matrix. The characteristics and management strategies of all kinds of employees are described. Four types of employee competency cycle are constructed. At the same time, the employee module is constructed by combining employee competency cycle with employee value influencing factors. Then it points out that the traditional service profit chain is customer-oriented, neglecting the weak correlation between customer satisfaction and customer loyalty, introducing competitor factors and analyzing customer loyalty from customer regret dimension. At the same time, the market is subdivided according to the four variables of geography, population, psychology and behavior, and the customer module is constructed according to the influencing factors of customer value. Based on the theory of enterprise life cycle and the influence factors of enterprise value and balanced scorecard, the enterprise module is constructed. Under the guidance of the strategic service view, this paper combines the triangular theory of service marketing, connecting employees, customers and enterprises, and constructs and analyzes the service profit chain model of service enterprises. Finally, the management suggestions of service enterprises based on service profit chain are given from employee level and customer level.
【学位授予单位】：广西科技大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F275.4;F719

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