基于顾客价值的企业关键能力识别研究——以中国电信行业为例  

Identifying Business Key Capability Activities Based on Customer Value

作　　者：谷奇峰[1] 丁慧平[1] 

机构地区：[1]北京交通大学经济管理学院,北京市100044

出　　处：《中国流通经济》2010年第3期52-55,共4页China Business and Market

摘　　要：本文认为,在电信行业,顾客经济价值主要受电信运营商市场营销能力和技术研发能力的影响;顾客功能价值主要受电信运营商市场营销能力、技术研发能力和基础管理能力的影响;顾客心理价值主要受电信运营商市场营销能力、客户服务能力、技术研发能力和基础管理能力的影响。市场营销能力、技术研发能力属于电信运营商的关键能力,基础管理能力属于电信运营商的亚关键能力,客户服务能力与供应链管理能力属于电信运营商的一般能力。The authors believe that, in the telecom industry, customers＂ economic value will be mainly influenced by telecom service provider＂ marketing capability activity and technology R＆D capability activity, and the customers＂ functional value will be mainly influenced by telecom service provider＂ marketing capability activity, customer service capability activity, technology R＆D capability activity and basic management capability activity. The capability activity of marketing, technology R＆D belongs to the businesses＂ key capability activity; the capability activity of basic management belongs to the operators＂ sub key capability activity; and the capability activity of customer service and supply chain management belongs to telecom service provider＂ general capability activities.

关 键 词：顾客价值 企业关键能力 电信运营商 识别 

分 类 号：F270.7[经济管理—企业管理]