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A Study of Key Success Factors of Service Enterprises in China

机译:中国服务企业成功的关键因素研究

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This paper reports a study of the key success factors of what have been recognized as successful service enterprises in China, each considered representative of its respective industry. The grounded theory approach was used to analyze information collected from these enterprises, resulting in the identification of the attributes shared by these enterprises: customer-oriented service, service management, service innovation, and corporate social responsibility. Based on these attributes, a survey was conducted to verify the relationships among these attributes and important outcomes, namely customer satisfaction, perceived service quality, and enterprise reputation. The results of the statistical analysis indicate that the four attributes have positive impacts on service outcomes. The findings are of far-reaching importance in view of the vast potential service markets in China.
机译:本文报告了对被认为是中国成功服务企业的关键成功因素的研究,每个企业均被视为各自行业的代表。扎根的理论方法用于分析从这些企业收集的信息,从而确定了这些企业共有的属性:面向客户的服务,服务管理,服务创新和企业社会责任。基于这些属性,进行了一项调查,以验证这些属性与重要结果(即客户满意度,感知的服务质量和企业声誉)之间的关系。统计分析结果表明,这四个属性对服务成果具有积极影响。鉴于中国巨大的潜在服务市场,这一发现具有深远的意义。

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