供应链组织合作提升顾客满意度分析  

Analysis of Promoting Customer Satisfaction Through Cooperation in the Supply Chain

作　　者：李树业[1] 龚其国[2] 

机构地区：[1]天津大学科技与社会研究中心,天津300072 [2]中国科学院研究生院管理学院,北京100080

出　　处：《科学管理研究》2009年第3期56-59,共4页Scientific Management Research

摘　　要：对供应链组织合作提升顾客价值的有效性及有效合作形式进行了深入分析,并从P-S-P机理、PDCA循环诸方面阐述了提升顾客价值的长效运行机制,进而论证了组织通过合作借助外部资源来建立"合作能力",是谋求顾客价值优势的重要战略,是提升顾客满意度管理的有效途径。This thesis analyzes in depth the effectiveness and the effective forms of cooperation of promoting customer values through cooperation in the supply chain, and illustrates the long term operation mechanism of promoting customer values via P--S--P theory and the PDCA cycle. Hence it demonstrates building up the ＂ability to cooperate＂ with the aid of exterior resources is an important strategy to gain an advantage at customer values and an effective way of promoting customer satisfaction management.

关 键 词：供应链 合作 顾客满意度 合作能力 

分 类 号：F204[经济管理—国民经济]