服務利潤鏈介紹(ppt 31頁)

Customer & Employee Focus以顧客和員工為中心
The Performance Trinity 績效三位一體
Intangible Assets 無形資產
Service-Profit Chain 服務利潤鏈
Drivers of Service-Profit Chain服務利潤鏈的驅動力
Links in the Service Profit Chain服務利潤鏈鏈接
Case 1: Southwest Airlines 西南航空
Rankings of Eight Largest US Airlines for Revenue, Profit,On-Time Arrival, and Customer Service Complaints (1995)
Case 2: American Express 美國運通
Relationships between Customer Satisfaction and Office Profitability
Relationship between Employee Satisfaction and Office Profitability
Case 3: Wal-Mart Stores沃爾瑪百貨公司
Customer Value Equation 顧客價值等式
Service Quality 服務質量
Customer Satisfaction 顧客滿意
Satisfaction-Loyalty Relationship 滿意忠誠關係
Customer Loyalty 顧客忠誠Drives Profitability and Growth 驅動利潤和增長
Customer Lifetime Value 顧客終身價值
Customer Lifetime Value: Industries顧客終身價值：行業
Customer and Employee 顧客與員工
The Satisfaction “Mirror” “滿意鏡”
Comparison to Performance Measures
Employee Value Equation 員工價值等式
Cycle of Employee Capability
從優秀到卓越
Dissatisfied Customers’ RepurchaseIntentions under Various Conditions不同條件下不滿顧客的重購意圖
Questions for Managers管理者需要思考的問題

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