服务利润链介绍(ppt 31页)

Customer & Employee Focus以顾客和员工为中心
The Performance Trinity 绩效三位一体
Intangible Assets 无形资产
Service-Profit Chain 服务利润链
Drivers of Service-Profit Chain服务利润链的驱动力
Links in the Service Profit Chain服务利润链链接
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 美国运通
Relationships between Customer Satisfaction and Office Profitability
Relationship between Employee Satisfaction and Office Profitability
Case 3: Wal-Mart Stores沃尔玛百货公司
Customer Value Equation 顾客价值等式
 Service Quality 服务质量
 Customer Satisfaction 顾客满意
Satisfaction-Loyalty Relationship 满意忠诚关系
Customer Loyalty 顾客忠诚Drives Profitability and Growth 驱动利润和增长
Customer Lifetime Value 顾客终身价值
Customer Lifetime Value: Industries顾客终身价值：行业
Customer and Employee 顾客与员工
The Satisfaction “Mirror” “满意镜”
Comparison to Performance Measures
Employee Value Equation 员工价值等式
Cycle of Employee Capability
从优秀到卓越
Dissatisfied Customers’ RepurchaseIntentions under Various Conditions不同条件下不满顾客的重购意图
Questions for Managers管理者需要思考的问题

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