电力重要客户定制服务成本回收策略研究

随着电力客户尤其是电力重要客户对电力服务的要求日益提高,传统电力服务的积弊不断暴露,客户满意度难以提高,供电企业良好的社会形象也难以塑造,服务成本补偿机制的缺失是造成这一问题的重要原因之一。本文基于二元价值结构理论,分析了基础服务和增值服务两类电力服务,并对回收服务成本的可行性和必要性进行了论述。文章对重要客户和普通客户关于两类电力服务的诉求和支付能力及意愿进行比较分析,建立供电企业重要客户服务定价-服务质量矩阵,比较单独定价和组合定价两种成本回收策略,提出针对电力重要客户采取组合定价策略,从而实现供电企业和客户的双赢。

On the Cost Recovery Strategy of Customized Services of Important Power Customer

With the requirements of power customers especially important power customers on power service increasing, the long-standing abuse of traditional power service is constantly exposed, and the missing of service cost compensation mechanism is one of the important reasons that leads to the difficulty to improve customer satisfaction degrees and shape good social image of power supply enterprises. Based on the dualistic value structure theory, this paper analyzes two types of electricity service of basic service and value-added service, and discusses the feasibility and necessity of recovering services cost. In this paper, the demands, affordability and willingness of the two types of electricity services of the important customers and average customers are compared and analyzed, the service pricing-service quality matrix of important customers of power supply enterprise is established, the two cost recovery strategies of separate pricing and combination pricing are compared, and combination pricing strategy is raised for important power customers in order to achieve win-win of power supply enterprises and customers.