基于顾客感知价值的服务企业竞争力探析

随着服务业在社会经济发展中的地位日益突出,服务企业竞争力问题开始引起学术界关注。本文将顾客感知价值嵌入传统的企业战略研究范式之中,阐述了顾客感知价值与企业竞争力的关系;在剖析了顾客感知价值概念及其决定因素的基础上,结合服务的基本特性提出了通过改善顾客感知价值提升服务企业竞争力的策略。

Study on Competitiveness of Service Firms: A Customer Perceived Value Perspective

Service industry is becoming more and more important in societal and economic development, and competitiveness of service firms is a major concern for academia. This paper introduces customer perceived value into the traditional strategy paradigm, analyzes the relationship between customer perceived value and competitiveness of firms. After detailed analyzing of the concept of customer perceived value and its determinants, this paper proposes strategies for improving competitiveness of service firms through promotion of customer perceived value.