基于顾客参与的定制满意度研究.pdfVIP

第5 卷第3 期 管理学报 Vo l. 5 No. 3 2008 年5 月 Chinese Journal of Management May.2008 基于顾客参与的定制满意度研究 王晶程丽娟宋庆美 (北京航空航天大学经济管理学院) 摘要:随着顾客个性化需求的提高，定制化生产已经成为企业满足顾客需求的有效途径 之一。实行定制化生产，顾客必须参与产品的形成过程，因此，顾客参与生产过程与顾客满意皮 之间存在密切的联系。通过对定制个人计算机用户的问卷调查，分析定制化生产过程中顾客参 与程度对顾客满意度的影响。建立了基于顾客参与的定制满意度模型，并分析了该模型的特 性。提出了妥实现顾客满意度最大化，企业应该鼓励顾客更多、更早地参与产品的形成过程的 观点。同时，指出完全定制化生产是企业生产模式未来的发展趋势。 关键词:定制化生产;顾客满意;顾客参与;定制满意度模型 中图分类号: C931 文献标识码:A 文章编号: 1672-884X(2008)03-0391-05 Customer Involvement Based-Customization Satisfaction Degree W ANG Jing CHENG Lijuan SONG Qingmei Beihang University ,Beijíng ,China) Abstract: Customization production is one of the effectíve approaches to satisfy customers , since the customers have increased their requirements of individuation. Customer satisfaction wiU play a key role as customer can be involved in the customization production by different degree. The effects on the customer satisfaction imposed by the degree of customer involvement , through questionnaire in- vestigation on the compatible computer users were analyzed. A model of customization satisfaction de- gree based on customer involvement is developed. The results show that enterprises should encourage more customer involvement in the process of making the products. It is pointed that pure customiza- tion þroduction is the development trend in the future. Key words: customization production; customer satisfaction; customer involvement; customiza- tion satisfaction degree model 近年来，定制化生产正在成为企业满足顾 的产品策略、流程技术以及组织环境等也是重 要的研究方向fz] 。 客个性化需求的有效途径，也成为提高顾客满 意度的有效手