服务利润链模型剖析与修正——基于顾客遗憾视角  

Dissection and Amendment of Service Profit Chain Model——From the Perspective of Customer Regret

作　　者：马勇[1] 

机构地区：[1]河南财经学院工商管理系,河南郑州450011

出　　处：《经济经纬》2009年第5期117-119,共3页Economic Survey

摘　　要：服务利润链模型认为,企业盈利来源于收入增长,收入增长取决于顾客忠诚度,顾客忠诚度取决于顾客满意度。事实上,顾客忠诚不仅取决于顾客满意,而且取决于顾客遗憾。模型只考虑顾客满意而不考虑顾客遗憾,实质上就是坚持顾客导向而忽视竞争导向。作者引入竞争者因素对服务利润链模型进行剖析与修正,以提高该模型的理论与应用价值。According to the model of service profit chain, the profit of enterpri ses originates from the increase in income which depends on customer loyalty and customer loyalty relies on customer satisfaction. In fact, customer loyalty not only depends on customer satisfaction but also on customer regret. The model co nsiders only customer satisfaction but not customer regret, the essence of which is insisting on the orientation of customers but neglecting the orientation of competition. The author introduces the f...

关 键 词：服务利润链 顾客满意 顾客遗憾 顾客忠诚 

分 类 号：F274[经济管理—企业管理]