香港中文大学－服务利润链教材课程.pptVIP

* 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