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论文编号：	6223
作者编号：	2120123030
上传时间：	2014/6/6 7:36:32
中文题目：	DB管理咨询公司服务利润链研究
英文题目：	Research on The Service Profit Chain of DB Management Consulting Firm
指导老师：	杜建刚
中文关键字：	服务利润链;顾客满意;员工满意;管理咨询
英文关键字：	service-profit chain;customer satisfaction;employee satisfaction;management consulting
中文摘要：	中国的管理咨询行业经过三十年的发展，逐渐走向规模化、专业化道路，取得了一些可喜的成绩。然而与国外的管理咨询机构相比，我国的本土管理咨询机构仍然处于发展的初级阶段，也面临着规模小、利润低、员工流失率居高不下等一系列的问题。如何为顾客提供优质高效的咨询服务，促进企业的稳定长远发展，成了当今管理咨询行业亟待解决的问题。 本文的研究目在于通过服务利润链理论与实际案例相结合的的方法，寻找能够帮助DB管理咨询公司提升服务质量，促进企业发展的有效方法。　　　 本文首先回顾了服务利润链理论、顾客满意及员工满意理论的相关研究成果，随后对管理咨询行业的特点及本土管理咨询面临的主要问题进行概括性的分析。在此基础上，以典型的本土中小型管理咨询机构DB管理咨询公司为研究对象，采用一对一访谈与调查问卷相结合的方式，进行顾客满意度与员工满意度的分析，通过对数据进行定性分析，勾画出管理咨询服务中从员工满意到顾客满意的服务质量传导机制，并构建DB管理咨询公司的服务利润链。最后，针对服务利润链的分析过程中暴露出的问题，结合管理咨询行业的特点和中国市场的实际情况，提出了DB管理咨询公司员工、顾客、企业三个层面的服务提升策略，为本土管理咨询机构的企业经营与发展提供参考。
英文摘要：	After 30 years of development of Chinese management consulting industry,it has gotten some encouraging achievements.The industry has become more and more professional.However,compared with those famous international management consulting firms,local management consulting firms in China are still in the primary stage of development.These firms face a series of problems such as small-scale, low-margin, high staff turnover and so on.How to provide customers with high-quality and efficient consulting services and to make these firms develope stable for a long period,is a problem deserved to study. 　　　 The study of this paper is based on the theory of service-profit chain and case study of DB management consulting firm.The purpose of it is looking for some effective methods which can help DB management consulting company improve their service quality and promote development of the firm. 　　The main part of this paper contains four chapters.The second chapter introduces the relevant theories of service-profit chain,customer satisfaction and employee satisfaction.The third chapter analyses the characteristics of the management consulting industry and the main problems faced by Chinese management consulting firms.The fourth chapter researches the customer satisfaction and employee satisfaction of DB management consulting firm,which is a typical Chinese local management consultancy, by adopting the methods of one-to-one interviews and questionnaires.And then, the service-profit chain of DB management consulting firm is built by analysis of those data.Finally,based on the characteristics of the management consulting industry and the actual situation of Chinese market, the fifth chapter gives some suggestions to improve the service-profit chain of DB management consulting firm.
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