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cs zhan lue ji chu shang de bao xian gong si jing zheng li
Author(s): 
Pages: 24-26
Year: Issue:  6
Journal: Journal of Insurance professional College

Keyword:  CS战略 竞争力 客户满意度 评价指标;
Abstract: 基于CS战略,可将保险公司的竞争力定义为保险公司为外部客户和内部客户创造增加价值的能力,这更能全面反映竞争力的实质内涵。依据保险公司CS战略运作机理,保险公司的竞争力是一个动态发展的系统,主要由外部客户满意度、内部员工满意度和股东满意度等基本要素构成,在此基础上,可建立相应的保险公司竞争力评价指标体系。
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