顾客满意心理对企业利润的贡献率研究  

Construction of Applying Customer Satisfaction to Measure Contributio Ratio of Enterprises Profit

作　　者：王传美[1,2] 童恒庆[1] 鲁耀斌[2] 

机构地区：[1]武汉理工大学数学系,湖北武汉430070 [2]华中科技大学管理学院,湖北武汉430074

出　　处：《应用数学》2009年第1期144-147,共4页Mathematica Applicata

基　　金：国家自然科学基金(07F020305 ,305706111) ;国家社会科学基金(06BJY101)

摘　　要：已往考虑顾客满意的结果绝大数都是考虑顾客满意对顾客忠诚的影响.这里我们将顾客满意结果的应用进行拓展,借助随机前沿面模型来构建顾客满意对企业利润的影响模型,进一步探讨顾客满意对企业利润的贡献率问题.文中论证了该方法的可行性及计算步骤,我们的工作对企业决策者将提供更合理可靠的决策依据.By now, when scholars discuss the usefulness of customer satisfaction, they just took the influence of customer satisfaction to customer loyalty into account. Here we expand the function of customer satisfaction. With stochastic frontier models we construct the model of customer satisfaction for analyzing enterprises profit and discuss the contribution ratio of customer satisfaction to enterprises profit. In this paper, we demonstrate the feasibility and algorithm steps of our method, and our work will provide more reasonable and credible prin- ciples for decision-making.

关 键 词：顾客满意心理 企业利润 贡献率 随机前沿面模型 

分 类 号：G203[文化科学—传播学] C931.2[经济管理—管理学]