基于博弈论的顾客满意度研究  

Research on Customers' Satisfaction Based on the Chess Game Theory

作　　者：史勇[1] 王晶[1] 

机构地区：[1]山西大学管理学院,山西太原030006

出　　处：《山西青年管理干部学院学报》2008年第3期72-75,共4页Journal of Shanxi College For Youth Administrators

摘　　要：随着社会经济的发展,用户需求逐步趋于个性化,顾客对企业是否满意正日益成为制约企业生存和发展的关键。博弈论是研究利益相关的、理性的局中人在进行策略选择时的行为规律的科学,它运用数学建模的方法建立顾客满意度与企业竞争中的两个关键因素——市场份额和生产率之间的博弈均衡,可以从中寻找如何合理平衡顾客满意与这两个因素的策略。With fast social economic development, the clients＇ needs are tending to be personalized, and customers＇ satisfaction is getting to become the key that has impact on enterprises to exist and develop. The chess game theory is a science that studies the behavior law of the related people while choosing the right strategy. With the help of the means of mathematical modeling, the theory realizes the balance between the two key factors, market quotation and production rate, set among the competition in the aspects of customer satisfaction and enterprises, which can help to find out the strategy to keep balance between customer satisfaction and the two factors.

关 键 词：博弈论 顾客满意度 

分 类 号：F224.0[经济管理—国民经济]