吸引患者——顾客资本理论在医院中的应用  

Lock-on Patient——The Application of Customer Capitalism Theory in Hospital

作　　者：田巍[1] 

机构地区：[1]卫生部中日友好医院,北京100029

出　　处：《中国医院管理》2007年第6期20-22,共3页Chinese Hospital Management

摘　　要：Sandra Vandermerwe教授的“顾客资本理论”提出了一种新的模式,这种模式可以增加企业的竞争性。此项理论包括10项基本原则、6个反馈环;其核心内容包括“市场空间”,分为已经存在的、正在形成的以及想象中的3个层次;“客户活动周期”分为活动前期、活动中期及活动后期;其最终目的是为管理者提供可以使企业组织所提供的服务、所生产的产品产生增值回报的策略。The theory of ＂customer capitalism＂ held by professor Sandra Vandermerwe introduces a new model,which can increase competitive advantages for enterprise. The concepts of it include 10 principles and 6 feedback loops.To fry to analyze how can a hospital ＂lock-on＂its patients by applying the theory. First,defines the concept of＂market spaces＂,which can be divided into three types：existing,emerging and imagined. Next,maps the＂customer activity cycle＂which has three stages：pre stage,during stage and after stage. Finally, suggests some strategies to a hospital for ＂value-add-on＂ healthcare services.

关 键 词：市场空间 客户活动周期 价值增值 

分 类 号：R197.3[医药卫生—卫生事业管理]