供应链条件下的顾客链与顾客满意链研究  

Research on Customer Chain and Customer Satisfaction Chain Based on Supply Chain

作　　者：何惠妍[1] 程幼明[1] 

机构地区：[1]安徽工程大学管理工程学院,安徽芜湖241000

出　　处：《标准科学》2010年第5期52-55,共4页Standard Science

基　　金：安徽教育厅人文社会科学研究项目(项目编号:2009SK372)

摘　　要：文章在明晰供应链成员企业所面向的全过程顾客及其组成的基础上,运用供应链及供应链管理理论,架构了顾客链与顾客满意链的结构模型并界定了其概念,进一步明确其与供应链、供应链管理的区别,同时对其形成与运作机制和系统协同效应开展了相关研究,从而为有效实施顾客满意战略和提高供应链整体竞争力提供了一种全新的思路。This article clearly defines the customer of the supply chain member companies is Total Process Customer,and defines its composition.Based on the theory of supply chain and supply chain management,it constructs the model of customer chain and customer satisfaction chain,and it brings out the concept of customer chain and customer satisfaction chain,and then it defines the difference between customer chain and supply chain,customer satisfaction and supply chain management.It researches the mechanism of their formation and operation briefly,and researches their system coordination effect at the same time.The article provides a new idea to implement the strategy of customer satisfaction effectively,and to improve the overall member companies＇competitiveness in supply chain.

关 键 词：供应链 顾客满意 顾客链 协同效应 

分 类 号：F274[经济管理—企业管理]