香港中文大学－服务利润链教材课程.ppt

* Professor Jianmin Jia Service-Profit Chain服务利润链 In recent years, physical assets accounting for most of the book value of corporations have fallen to around one-third of market value. 大多数公司的有形资产占它们市场价值的１/3. These intangibles comprise such factors as brands, information, technology, customer relationships, the quality of employees, and quality of an organization’s leadership and administration. 无形资产包括品牌、信息、技术、客户关系、员工质量、组织领导和管理的质量. Intangible Assets 无形资产 Service-Profit Chain 服务利润链 向顾客提供的服务价值 Value of Services Provided to Customers 顾客满意 Customer Satisfaction 利润和增长 Profit andGrowth 高质量支持服务和政策 High-Quality Support Services and Policies 满意、忠诚及生产率高的员工 Satisfied, Loyal and Productive Employees Customers顾客 Employees员工 顾客忠诚CustomerLoyalty Customer loyalty and commitment are the primary drivers of growth and profitability. Customer loyalty and commitment emanate from customer satisfaction compared to competition. Customer satisfaction results from the realization of high levels of value compared to competition. Value is created by satisfied, committed, loyal, and productive employees. Employee satisfaction results from several factors: the “fairness” of management, the quality of one’s peers in the workplace, the opportunity for personal growth on the job, capability, the latitude within limits to deliver results to customers, levels of customer satisfaction achieved in customer-facing job, and monetary compensation. 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 ? 顾客满意 Customer Satisfaction 顾客忠诚 Customer Loyalty 收入增长 Revenue Growth 盈利能力 Profitability 内部服务质量 Internal Service Quality 员工满意 Employee Satisfaction 员工保留 Employee Retention 员工生产率 Employee Productivity 外部服务 价值 External Service Value 运营战略与服务传送系统Operating Strategy and Service Delivery System workplace design job design employee selection and development employee rewards and recognition tools for serving customers service concept: results for custome