国外企业服务导向研究综述

被引:7
作者
张辉
机构
[1] 复旦大学管理学院
关键词
服务导向; 服务气候; 企业绩效; 前置因素; 后果;
D O I
暂无
中图分类号
F279.1 [世界];
学科分类号
020109 [世界经济学];
摘要
由于服务导向在创造卓越的顾客价值,提升顾客满意度和忠诚度以及获取竞争优势方面的独特作用,而受到了学术界的广泛关注。文章聚焦于企业层面的服务导向,分别从服务导向的内涵、测度、前置因素和结果变量几个方面入手,对国外现有研究进行了系统的回顾与评述。最后,文章还对此命题的未来研究进行了展望。
引用
收藏
页码:113 / 117
页数:5
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