| 第三方物流企业顾客满意的要素分析 |
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| 引用本文： | 杜亚灵,朱秀文. 第三方物流企业顾客满意的要素分析[J]. 工业工程, 2006, 9(3): 107-111 |
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| 作者姓名： | 杜亚灵 朱秀文 |
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| 作者单位： | 天津大学,管理学院,天津,300072;天津大学,管理学院,天津,300072 |
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| 摘 要： | 介绍了应用博弈论和危险分析的方法鉴定顾客对产品和服务不满意的关键因素和能够使顾客愉悦的关键因素,通过一组来自实际的数据及鉴定过程,证实了沙普利值法和归因危险度分析在制订最优市场战略中的理论及实用的优势.
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| 关 键 词： | 顾客满意 联盟 沙普利值 归因危险度 |
| 文章编号： | 1007-7375(2006)03-0107-05 |
| 收稿时间： | 2004-02-28 |
| 修稿时间： | 2004-02-28 |
Key Drivers Critical to Customer Satisfaction for TPL Enterprises |
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| DU Ya-ling,ZHU Xiu-wen. Key Drivers Critical to Customer Satisfaction for TPL Enterprises[J]. Industrial Engineering Journal, 2006, 9(3): 107-111 |
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| Authors: | DU Ya-ling ZHU Xiu-wen |
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| Affiliation: | School of Management, Tianjin University, Tianjin 300072, China |
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| Abstract: | Shapley value and attributable risk techniques are employed to identify key drivers for cstomer satisfaction. This paper dermonstrates the theoretical and practical advantages of Shapley value and attributable risk concepts for making optimal marketing strategies by means of a set of data and identification processes. |
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| Keywords: | customer satisfaction coalition Shapley value attributable risk |
| 本文献已被 CNKI 维普 万方数据 等数据库收录！ |
