四维忠诚管理及其应用  

Management Based on Four-dimension Loyalty and Its Application

作　　者：康锦江[1] 李春[1] 刘晋军[2] 

机构地区：[1]东北大学工商管理学院,辽宁沈阳110004 [2]东北大学后勤服务中心,辽宁沈阳110004

出　　处：《东北大学学报（社会科学版）》2006年第1期20-23,共4页Journal of Northeastern University(Social Science)

摘　　要：随着市场竞争的加剧,企业正面临着顾客、员工、投资者流动和流失的危险,加强忠诚管理成为企业管理的主要课题。在对三维忠诚管理理论的认识和理解的基础上,加入企业因素,提出了四维忠诚管理的概念。系统分析了顾客、员工、投资者和企业四者之间相互依存、相互制约、共同发展的关系,提出由四者组成“生态圈”的概念。给出了顾客忠诚、员工忠诚和投资者忠诚在企业管理中应用的若干对策,建立了四维忠诚管理模型即忠诚体系。Nowadays the market is in more and more keen competition, and every company is facing to the risk of losing its customers, employees and investors. How to improve loyalty management becomes one of the key issues to business management. A concept is presented that the business itself should be added to the commercial loyalty management system just including three parties, i. e., customers, employees and investors, so as to form a system including four parties. Analyzes systematically the relationship of co-existence, co-restriction and co-development among the four parties, which is named as a ＂4-party ecosphere＂. Some measures are suggested to take for the loyalty of customers, employees and investors in the application of business management, with a 4-dimension loyalty model developed.

关 键 词：顾客忠诚 员工忠诚 投资者忠诚 企业忠诚 忠诚管理 

分 类 号：C939[经济管理—管理学]