【作者】 盛亚军；

【导师】 金晓彤；

【作者基本信息】 吉林大学 ， 企业管理， 2006， 硕士

【副题名】基于服务利润链模型的实证研究

【摘要】 本文以服务利润链理论为基础,以我国服务企业——青岛某连锁药店为例,实证检验了服务利润链中外部构件和企业经济绩效之间存在的关系,即顾客满意与顾客忠诚,顾客忠诚与企业经济绩效之间的关系。全文首先对相关文献进行综述,在此基础上提出了本文的假设。接下来,研究通过实际调研来获取相关数据,综合运用信度分析、因子分析以及相关分析等统计技术来分析和处理数据,根据数据分析的结果,最后得出本文的研究结论。本研究结果表明,顾客忠诚同顾客满意之间存在显著的正相关关系;企业的收入增长同顾客忠诚之间不存在显著的相关关系,企业的盈利能力同顾客忠诚显著正相关。这一研究结果是本研究对象特定情况的反映,但基本支持服务利润链模型中的相关观点,我们可以看出忠诚顾客对企业利润的贡献度比较大,因此只有把满意的顾客转变成忠诚顾客,提高顾客忠诚度,企业才能在竞争中保持持久的竞争优势。本研究一方面实证检验了服务利润链中顾客满意、顾客忠诚与企业经济绩效水平之间存在的关系,支持该理论在我国服务企业的实施和应用;另一方面也为我国企业在实践中开展相关工作的测评提供了可以借鉴的方法。更多还原

【Abstract】 In 1990s, the world economy was developing under a high speed. Lots of famous organizations began to realize that the groups, especially the service organizations, should focus on how to satisfy the needs of the internal employees and the needs of external customers. In 1994, James Heskett and his colleagues, professors of Harvard Business College, proposed the Service Profit Chain Model under the analysis of many successful organizations. The Model integrated the result of many subjects, including Marketing and Human Resources, etc. It offers an effective model to the service organizations to lead the company link profit and growth through using the limited resources properly, reconstructing the working process, and the constructing of the core capability of the company. The Service Profit Chain Model includes three dimensions, organization, employee, and customer. There are some relationships between them. It has been proved that the Model is operationalized.This study examining the relationships between the last two components of the service profit chain model, i.e. customer satisfaction, customer loyalty, and the financial performance, based on the whole model in one Chain Pharmacy in Qin Dao, which is one of the service organizations in our country. Through our work, we empirically tested parts of the relationships between the service profit chain model, in order to support the theory, and provide the service organizations in our country with a new effective management tool. On the other hand, our method can be adapted by some service groups when they want to measure some related indexes.There are three chapters in this paper.Chapter1: Literature Review更多还原