服务型企业客户需求响应不一致分析模型及其应用研究

从分析客户满意入手,总结了多种影响客户满意的因素,进而得到服务型企业客户需求响应不一致分析模型(即不一致模型)。模型深入分析造成服务型企业客户不满意的各种不一致,得出三个不一致度:服务实施不一致度、需求响应不一致度以及服务感知不一致度。在模型的应用过程中采用了大规模定制的思想来改善服务流程,分别从服务束和需求的角度进行模块化分析,最终建立映射关系,进而达到改善服务实施不一致度的目的。

Service Type Enterprises for the Customers Requirements Responding Inconsistent Analysing Model and Applying Research

Beginning with Analyzing the customer satisfaction (CS) and summarizing sevral factors which affect the CS, this paper puts forward a sevice enterprise customer requirement response inconsistent analysis model (inconsistent model in short). The model analyzes three inconsistent degrees for customer unsatisfaction: they are sevice implement inconsistent degree, requirement response inconsistent degree, and sevice perception inconsistent degree. To improve the service implement inconsistent, the paper uses the "modularize" theory of mass customization to modularize the sevice bundles and individual requirment, and then establishes the mapping relation between them.