互联网思维下全过程造价咨询业务对客户满意度的影响机理研究

发布时间：2018-04-25 11:19

本文选题：互联网思维 + 全过程造价　；参考：《科技管理研究》2016年18期

【摘要】：运用扎根理论研究方法,分析访谈中获取的文本资料,发掘出在互联网思维下全过程造价咨询业务中影响客户满意度的7个因素;在此基础上,构建全过程造价咨询业务关键因素对客户满意度的影响机理模型,并且分析每组关键因素具体的作用机理。研究结果显示,对于工程造价咨询企业,提高业务管理是对客户满意度最灵敏的因素,组织管理对业务管理起到推动的作用,而人员素质建设是企业生存发展的内动力。基于上述结论,对工程造价咨询企业提出两点建议,①拓展工程造价咨询企业工作模式是互联网时代发展的必然结果,规范企业的工作流程可以为实现全过程的BIM技术和应用大数据提供可能;②提高员工的素质为提高客户满意度提供保障。
[Abstract]:By using the method of grounded theory and analyzing the text information obtained in the interview, we find out 7 factors that affect the customer satisfaction in the whole process cost consulting business under the Internet thinking, and on this basis, build the mechanism model of the influence of the key factors of the whole process cost consulting business on the customer satisfaction, and analyze the key factors of each group. The research results show that, for engineering cost consulting enterprises, improving business management is the most sensitive factor for customer satisfaction, the organization management plays a role in promoting business management, and the construction of personnel quality is the internal motive force of the enterprise's survival and development. Based on the above conclusion, some suggestions are put forward to the engineering cost consulting enterprise, 1 Expanding the work model of engineering cost consulting enterprise is the inevitable result of the development of the Internet age. The standardization of the work flow of the enterprise can provide the possibility for the realization of the BIM technology and the large data in the whole process; and the improvement of the staff's quality is the guarantee of improving the customer satisfaction.

【作者单位】：天津理工大学管理学院;
【基金】：天津市哲学社会科学规划一般课题“建设工程造价咨询项目集约化服务流程模式设计”(TJGL13-032
【分类号】：F274;F282

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