Determinants of customer delivered value (P35 顾客让渡价值的决定因素 Customer delivered value Total customer value Total customer cost Product value Monetary cost Service value Time cost Personnel value Energy cost Image value Psychic cost
Customer delivered value Total customer value Total customer cost Monetary cost Time cost Energy cost Psychic cost Product value Service value Personnel value Image value Determinants of customer delivered value （P35） 顾客让渡价值的决定因素
Tools for Tracking and Measuring Customer Satisfaction(P38) 顾客满意追踪调查和度量的方法 Complaint and suggestion system 投诉和建议制度 e Customer satisfaction survey 顾客满意调查 e Ghost shopping 佯装购物者 e Lost customer analysis 分析流失的顾客
Tools for Tracking and Measuring Customer Satisfaction (P38) 顾客满意追踪调查和度量的方法 Complaint and suggestion system 投诉和建议制度 Customer satisfaction survey 顾客满意调查 Ghost shopping 佯装购物者 Lost customer analysis 分析流失的顾客
The Nature of High-Performance Business 高绩效业务的性质 e Stakeholders e Processes e Resources e Organization and organizational culture
The Nature of High-Performance Business 高绩效业务的性质 Stakeholders Processes Resources Organization and organizational culture
The High Performance Business(40) Stakeholders P rocesses R esources Organization
Resources Organization Processes Stakeholders The High Performance Business (P40)
Stakeholders利益关系方 Stakeholders股东 Customers顾客 ● Employees员工 ● Suppliers供应商 Distributors分销商
Stakeholders 利益关系方 Stakeholders 股东 Customers 顾客 Employees 员工 Suppliers 供应商 Distributors 分销商