| The retail industry belongs to the traditional servicing business,which is also a typical labour-concentrated profession.It plays an important and necessary part in the whole service business.The higher the living standard is,the more mature but picky the customers will be.Meanwhile,the competition will become fiercer and innovation and change will be a lasting topic.How can we adapt ourselves in such a completely open, competitive market? How do we face the fierce competition? This is a problem confronted by all of the retail industries waiting to be solved.In the competitive era of customer-oriented enterprise seeks competitive advantage of the fundamental approach to improve customer satisfaction and service quality, Through the enterprises and employees Available to their products and service quality decide customer satisfaction.This paper attempts to explore Profits of Retail Services from Satisfactory Degree of Employees.It's the final purpose to establish our own models of service-profit in the retail industries through analysing and searching on the problem existing in the management in our country.In this study,we analysis the model detailed.This model includes four parts,employees,customers,service and business performance.Then analysis of the various parts detailed,including employee satisfaction,loyalty;customer satisfaction,loyalty,as well as a bridge between employees and customers---services.Because the intrinsic driving force of model is value,therefore,From the angle of value to discuss.Then designing a program to test the effect that the model to run,in the final,we put forward to some proposals strategy based on the model.Through these analysis,The theory is used to gives us directions for the service management and a general understanding of the retail industry as well as the importance of the service-profit models to the management,so it can meet the needs of the customers and survive the fast changing market environment. |
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