期刊文献+

服务供应链管理、顾客满意与企业绩效 被引量:82

Service Supply Chain Management,Customer Satisfaction and Business Performance
下载PDF
导出
摘要 本研究构建了服务供应链管理活动同顾客满意及企业绩效间的结构方程模型,并以来自中国民航服务业的数据进行了实证分析。结果显示服务企业的领导力不仅对服务供应链的战略管理和运作管理活动有正影响效应,还对企业服务信息系统的构建有积极影响;企业文化对企业战略层面的服务供应链管理计划、协作关系的构建、整合服务资源等服务供应链战略管理活动有显著影响;服务供应链战略管理活动、运作管理活动和顾客信息系统的构建通过有效提升顾客满意感、可以增加企业绩效。 This study examined the impact of the service supply chain management activities on customer satisfaction and business performance used the data from aviation service industry. The structural equation modeling approach has been employed to analyze the research model and hypotheses. The results show that service leadership factor is the most important driver among the service supply management activities. The management activities such as strategic plan, process activity, and construction of the customer information system significantly influence customer satisfaction. In addition, customer satisfaction significantly related to the business performance.
作者 金立印
出处 《中国管理科学》 CSSCI 2006年第2期100-106,共7页 Chinese Journal of Management Science
关键词 服务业 供应链管理 顾客满意 企业绩效 service supply chain management customer satisfaction business performance
  • 相关文献

参考文献23

  • 1Stalk G.,Hout T.M.Competing against time:How time-based competition is reshaping global markets[M].New York:Free Press,1990.
  • 2Schneider S.c.,Barsoux J.I.Management across cultures[M].New York:Prentice-Hall,1997.
  • 3杨帅.基于系统观点的共应链管理模型研究[J].经济管理,2005,31(16):59-64. 被引量:4
  • 4Davis,T.Effective Supply Chain Management[J].Slon Management Review,1993,(12):35-46.
  • 5Lee H.L.,Padmanabhanm V.,Whang S.J.Information distortion in a supply chain:the bullwhip effect[J].Management Science,1997,43(4):546-558.
  • 6Bechtel C.,Jayaram J.Supply Chain Management:A Strategic Perspective[J].The International Journal of Logistics Management,1997,(8):13-34.
  • 7Krajewski,L.J.,Ritzman,L.P.Operation Management:Strategy and Analysis[M].Addospm-Wesley,1999.
  • 8Fearne A.Editorial note[J].Supply Chain Management,1996,1(1):3-4.
  • 9王力虎,盛昭瀚,陈国华.企业满意与供应链企业特性[J].中国管理科学,2003,11(6):55-60. 被引量:5
  • 10Harwick T.Optimal decision-making for the supply chain[J].APICS-The Performance Advantage,1997,7(1):42-44.

二级参考文献2

共引文献6

同被引文献720

引证文献82

二级引证文献502

相关作者

内容加载中请稍等...

相关机构

内容加载中请稍等...

相关主题

内容加载中请稍等...

浏览历史

内容加载中请稍等...
;
使用帮助 返回顶部