商业企业顾客满意战略价值工程分析

本文从价值工程角度对商业企业CS战略产出功能与价值进行了深入分析，认为不同顾客群体的满意度权重序列结构存在着差异性，只有当顾客对各个因素的加权边际满意度相等时，CS战略整体功能和价值才能达到最大。以此为线索进一步探讨了不同业态的商业企业如何提升CS战略整体功能与价值的路径和方法。

An approach to the commercial enterprises' strategic works of value of satisfaction of customers

This paper has made a detailed analysis of the value and strategic productive function of commercial CS of enterprises from the viewpoint of value projects. The author thinks that there exist differences in the importance of sequence structure among various groups of customers. Only when the customers' satisfaction with various factors is equal to the marginal satisfaction, can the over-all strategic function and value reach the maximum. Based on this theme, the author further discusses the way and methods of how to upgrade their over-all strategic function and value.