服务利润链学习课件.pptxVIP

ProfessorJianminJia;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。Intheneweconomicsofservice,frontlineworkersandcustomersneedtobethecenterofmanagementconcern.

既强调市场也强调运营的组织几乎是战无不胜的。

Organizationsthatachievebothmarketandoperatingfocusarenearlyunbeatable.

Powerfulservicefirmsemployaquantifiablesetofrelationshipsthatdirectlylinksprofitandgrowthtonotonlycustomersatisfactionandloyalty,buttoemployeesatisfaction,loyalty,productivity.;ThePerformanceTrinity绩效三位一体;Inrecentyears,physicalassetsaccountingformostofthebookvalueof