Title :
Research and analysis of enterprise capability elements based on customer value
Author :
Zhang, Mingli ; Jia, Wei ; Li, Chenliang
Author_Institution :
Sch. of Econ. & Manage., Beijing Univ. of Aeronaut. & Astronaut., Beijing, China
Abstract :
The competition advantage stems from value creation for customers. Focusing on logistics enterprises, customer value composition are identified and a three-hierarchy framework is presented from a view of creating and delivering superior customer value. A model of fuzzy comprehensive evaluation on service capability of logistics enterprises is built. The local level of evaluation: knowledge recognition, unite activity, logistics service capability and so on. Secondary evaluation: information integration, business process and relationship marketing. The article adopts the fuzzy synthetical evaluation to evaluate the capability of logistics enterprise and offer the theoretical foundation for improving enterprise capability.
Keywords :
customer satisfaction; fuzzy set theory; logistics; customer value; customer value composition; enterprise capability elements; fuzzy comprehensive evaluation; knowledge recognition; logistics enterprises; logistics service capability; three-hierarchy framework; unite activity; Companies; Costs; Delay; Environmental management; Information technology; Logistics; Space technology; Supply chain management; Technological innovation; Technology management; capability evaluation; customer value; customer value composition;
Conference_Titel :
Industrial Engineering and Engineering Management, 2008. IEEM 2008. IEEE International Conference on
Conference_Location :
Singapore
Print_ISBN :
978-1-4244-2629-4
Electronic_ISBN :
978-1-4244-2630-0
DOI :
10.1109/IEEM.2008.4737950
