A study on customized service of target enterprise based on customer perception point

Author

Ji, Guojun ; Feng, Wei

Author_Institution

Sch. of Manage., Xiamen Univ., Xiamen, China

fYear

2012

fDate

2-4 July 2012

Firstpage

824

Lastpage

828

Abstract

This paper studies customized service dedicated by target enterprise to upstream and downstream enterprises when coopetition exists in supply chain; clarifies the connotation of customized service; investigates the extent of customized service; by analyzing the total cost of each service module and the customer satisfaction rate, determines “customer perception point” as a starting point for providing customized service; and builds customized service model for the target enterprise based on customer perception point. This enables target enterprise more effective risk prevention when facing the supply chain with great flexibility, lowing the risk of information transmission, financial operation, and quality differences, thus reducing the target enterprise operation risk.

Keywords

customer satisfaction; customer services; finance; risk management; service industries; supply chain management; customer perception point; customer satisfaction rate; customized service; financial operation; information transmission; quality differences; risk prevention; supply chain; target enterprise operation risk; Companies; Correlation; Customer satisfaction; Educational institutions; Information management; Supply chains; Customer Perception Point; Customized Service; Target Enterprise;

fLanguage

English

Publisher

ieee

Conference_Titel

Service Systems and Service Management (ICSSSM), 2012 9th International Conference on

Conference_Location

Shanghai

Print_ISBN

978-1-4577-2024-6

Type

conf

DOI

10.1109/ICSSSM.2012.6252354

Filename

6252354