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从一开始,一道学术难题便摆在人们面前。研究人员们早已获悉:西南航空公司在航空业备受顾客与员工的尊崇;戴尔公司是计算机行业中顾客满意度上的个中翘楚;而丰田公司仍是汽车工业中各大公司竞相仿效的对象。但是,在零售业,顾客与员工满意度的标准又是由哪家公司订立的呢?四个结论沃顿商学院营运与信息管理学教授苏格·奈特西(Serguei Netessine)指出:“在其他任何一个行业,你都可以说,‘这家公司是最强的’。但是在零售业,却没有一家公司堪称龙头。零售业没有像丰田公司这样的行业先锋。”
From the very beginning, an academic problem was put before people. Researchers have long since learned that Southwest Airlines is highly respected for customers and employees in the airline industry; Dell is a leader in customer satisfaction in the computer industry; and Toyota is still the target of major companies in the automotive industry . However, in the retail industry, the standard of customer satisfaction and customer satisfaction was set by which company? Four conclusions Wharton management professor Serguei Netessine (Serguei Netessine) pointed out: " In any other industry, you can say, ’This company is the strongest.’ But in the retail industry, none of the companies is the leader, and the retail industry does not have a pioneer in the industry like Toyota.