基于顾客价值的企业关键能力识别研究--以中国物流企业为例  

Identifying Business Key Capability Based on Customer Value——An Experimental Case Study of Chinese Logistics Companies

作　　者：谷奇峰[1] 秦津娜[1] 丁慧平[1] 祖肇晗[2] 

机构地区：[1]北京交通大学经济管理学院,北京100044 [2]天津大学软件学院,天津300072

出　　处：《预测》2010年第3期65-68,80,共5页Forecasting

摘　　要：基于顾客价值识别企业关键能力对于提升企业竞争优势具有重要作用。本文创新性地构建了基于顾客价值的企业能力提升逻辑图,并提出了基于顾客价值的企业关键能力识别模型和识别矩阵。通过对中国物流企业进行调查实证研究,针对企业能力的客观表现进行顾客价值评价,就评价结果进行数学建模和多元定序回归,分别识别出对顾客价值的经济价值、功能价值和心理价值影响显著的企业能力,进而运用识别矩阵进行企业关键能力识别。Understanding the business key capabilities based on customer values is important for enterprises to maintain and improve the competitive advantages. This paper introduces a novel logical customer-value-based business capability enhance- ment paradigm and proposes the corresponding key-capability identification model. The model is validated in the empirical case studies in the Chinese logistics industry. Identify the capabilities that significantly impact customer value in terms of eco- nomic value, functional value and mental value, respectively, and then concludes the business key capabilities.

关 键 词：顾客价值 企业关键能力 物流 

分 类 号：F270[经济管理—企业管理]