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就企业相关经营业绩来说,企业的基本经营思想、企业精神和企业目标远远比技术资源或经济资源、企业结构、发明创造即随机决策重要得多。不少优秀的企业最终飞跃,往往靠的不是市场,不是技术,不是竞争,也不是产品。有一件事比其他任何事都举足轻重:那就是服务文化,企业惟有发展出一种文化,这种文化能够在激励中获得成功的一切行为,这样企业才能在竞争中获得成功。一些跨国公司在他们服务文化的研究中,清楚地发现服务与公司利润之间的关系也非常密切,两者之间是一个“价值链”的关系:利润和增长主要是由顾客的忠诚度刺激的,忠诚是顾客满意的直接结果;
In terms of business performance, the fundamental business thinking, entrepreneurial spirit and business goals of the enterprise are far more important than the technical resources or economic resources, the enterprise structure, and the invention and creation, that is, the random decision. Many outstanding enterprises finally leap, often by not the market, not technology, not competition, nor is the product. One thing counts more than anything else: service culture, where a business develops only one culture that can succeed in all its motivations, so that the business can succeed in the competition. Some multinationals clearly find in the study of their service culture that the relationship between service and corporate profits is also very close. The relationship between the two is a “value chain ”: profits and growth are mainly driven by customer loyalty Degree of stimulation, loyalty is the direct result of customer satisfaction;