把握顾客导向 构建核心竞争力  

CONSTRUCTING HOSPITAL CORE COMPETITIVE STRENGTH BY CUSTOMER DIRECTION

作　　者：陶红[1] 连斌[2] 许苹[3] 王向东[3] 黎爱军[1] 杨兴辰[1] 

机构地区：[1]第二军医大学研究生管理大队 [2]上海东方肝胆外科医院 [3]第二军医大学卫勤系卫生事业管理教研室

出　　处：《现代预防医学》2008年第11期2052-2055,2060,共5页Modern Preventive Medicine

基　　金：上海自然科学基金资助项目(05ZR14150);上海市重点学科建设资助项目(B907)

摘　　要：医院顾客导向是指在医疗质量、服务、价格等方面迎合顾客需求、满足顾客需要。这也正是医院核心竞争力的本质内涵。本文简要介绍了CI战略,CS战略和CL战略的产生、内涵及其作用,重点论述了CL战略是CI战略和CS战略的深化和超越,提倡采用CL战略,以构建和提升自身的核心竞争力。The hospital customer direction means to cater to customers＇ need and satisfy customers＇ demand in the medical treatment quality, service, price, etc. This is also the essence of hospital core competitive strength. This text introduces the creation, connotation and its function of CI strategy, CS strategy and the CL strategy, and lays the key point on the CL strategy deepen and exceed the CI strategy and CS strategy to adopt CL strategy to set up and promote the core competitive strength of itself.

关 键 词：医院顾客导向 核心竞争力 CI CS CL 

分 类 号：R19[医药卫生—卫生事业管理]