服务供应链管理、顾客满意与企业绩效

Abstract

Abstract: 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.

Key words: service, supply chain management, customer satisfaction, business performance

CLC Number:

F270

JIN Li-yin. Service Supply Chain Management,Customer Satisfaction and Business Performance[J]. Chinese Journal of Management Science, 2006, (2): 100-106.

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Service Supply Chain Management,Customer Satisfaction and Business Performance

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