【摘要】 已往考虑顾客满意的结果绝大数都是考虑顾客满意对顾客忠诚的影响.这里我们将顾客满意结果的应用进行拓展,借助随机前沿面模型来构建顾客满意对企业利润的影响模型,进一步探讨顾客满意对企业利润的贡献率问题.文中论证了该方法的可行性及计算步骤,我们的工作对企业决策者将提供更合理可靠的决策依据.更多还原

【Abstract】 By now,when scholars discuss the usefulness of customer satisfaction,they just took the influence of customer satisfaction to customer loyalty into account.Here we expand the function of customer satisfaction.With stochastic frontier models we construct the model of customer satisfaction for analyzing enterprises profit and discuss the contribution ratio of customer satisfaction to enterprises profit.In this paper,we demonstrate the feasibility and algorithm steps of our method,and our work will provide more reasonable and credible principles for decision-making.更多还原