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我国不少企业在实施CS战略的过程中,出现了诸多不尽如人意的情况,一个非常重要的原因就是没有充分重视内部顾客满意。相对于外部顾客,内部顾客有现实性、相对固定性、服务的双向性和非价值让渡性、满意度的易测评性等特点。在推行CS战略的过程中实现内部顾客满意,可以提高员工的忠诚度,增强企业的凝聚力;可以增强员工的主人翁责任感,提升企业的人力资本,提高企业的竞争力;可以减少摩擦,消除内耗,节约成本,提高企业的效率和效益。
Many Chinese enterprises in the process of implementing CS strategy, there have been many unsatisfactory situation, a very important reason is that there is insufficient attention to internal customer satisfaction. Relative to external customers, internal customers have the reality, the relative fixedness, the two-way service and non-value relegation, satisfaction, easy to test and so on. In the process of implementing the CS strategy to achieve internal customer satisfaction, can improve employee loyalty and enhance cohesion; can enhance the sense of ownership of employees, enhance the human capital of enterprises and improve the competitiveness of enterprises; can reduce friction and eliminate internal friction, Save costs and improve the efficiency and effectiveness of enterprises.