服务利润链(香港中文大学 Jianmin Jia).pptVIP

Customer Employee Focus以顾客和员工为中心 如何把一个企业做强？ 员工和顾客应该成为管理层考虑问题的核心所在。 In the new economics of service, frontline workers and customers need to be the center of management concern. 既强调市场也强调运营的组织几乎是战无不胜的。 Organizations that achieve both market and operating focus are nearly unbeatable. Powerful service firms employ a quantifiable set of relationships that directly links profit and growth to not only customer satisfaction and loyalty, but to employee satisfaction, loyalty, productivity. The Performance Trinity 绩效三位一体 Intangible Assets 无形资产 In recent years, physical assets ac