基于顾客保留的汽车服务链整合  

The Integration of Car Service Chain Based on Analytical Kano Model

作　　者：耿立校[1] 徐静娟[1] 

机构地区：[1]河北工业大学经济管理学院,天津300401

出　　处：《物流科技》2016年第10期49-50,76,共3页Logistics Sci-Tech

摘　　要：现阶段,以汽车4S店为核心的汽车经销企业顾客流失率很高,文章首先分析了汽车经销商集团在打造一体化汽车服务链上的优势。并基于分析型Kano模型的原理,对顾客的服务需求要素进行了分类。通过分析型Kano模型的决策指标,确定了服务属性提升的优先顺序。最后对顾客需求要素进行了重新整合。该研究对于汽车经销企业实现大规模定制服务,提高的顾客满意度,进而实现顾客保留效果有一定意义。Nowadays, car 4S shops as the core of the car dealership companies have a high customer reduction rate.First, the paper analyzed the advantage of car dealership in creating an-integrated automotive service chain. Based on the principle of analytical Kano model, classified the customer demand of service elements. Determining the priorities of service by decision index of analytical Kano model. Finally, re-integrated the elements of the customer demand factors. The research is significant on the car dealership companies in achieving mass customization services, improving customer satisfaction, achieving the customer retention.

关 键 词：顾客保留 汽车服务链整合 分析型Kano模型 大规模定制服务 

分 类 号：F272.7[经济管理—企业管理]