管理人员在服务利润链管理中的作用  

The Role of Managers in the Service Profit Chain Management

作　　者：徐熙侠[1] 林美珍[1] 颜醒华[1] 

机构地区：[1]华侨大学旅游学院,泉州362021

出　　处：《企业活力》2012年第3期51-55,共5页Enterprise Vitality

摘　　要：服务利润链是将"硬性"的价值建立在"软性"的标准上,将企业的赢利能力、客户忠诚度和满意度与服务价值紧紧相连,而服务价值又是由满意、忠诚和富有活力的员工所创造的。管理者作为服务利润链管理成功的基础,在服务利润链各环节上发挥了重要作用。管理者可以通过"员工为中心"的内部服务质量管理和"顾客导向"的服务战略管理,提升企业的整体服务形象和绩效。The ＂hard＂ value is based on the ＂soft＂ criteria by service profit chain. The company＇s profitability, customer loyalty and satisfaction are closely linked with the value of the service, and service value is created by satisfied, loyal and dynamic employees. Managers are basis of the success of service profit chain management, and play important roles in every part of service profit chain. Managers can implement the ＂employee-centric＂ internal service quality management and ＂customer-oriented＂ service strategic management to enhance the image of the overall service and performance.

关 键 词：服务利润链 管理者 员工 顾客 

分 类 号：F243[经济管理—劳动经济]