<\/p>\n
<\/p>\n
01 \u884c\u4e1a\u80cc\u666f\u4e0e\u75db\u70b9\u5f15\u5165<\/p>\n
<\/p>\n
\u5728\u5b58\u91cf\u7ade\u4e89\u65f6\u4ee3\uff0c\u4f01\u4e1a\u666e\u904d\u5c06\u201c\u5ba2\u6237\u4f53\u9a8c\u201d\u89c6\u4e3a\u65b0\u7684\u589e\u957f\u5f15\u64ce\uff0c\u4f46\u5982\u4f55\u79d1\u5b66\u91cf\u5316\u4f53\u9a8c\u4e0e\u5546\u4e1a\u56de\u62a5\u4e4b\u95f4\u7684\u5173\u8054\uff0c\u5374\u6210\u4e3a\u6a2a\u4e98\u5728\u4f17\u591a\u51b3\u7b56\u8005\u9762\u524d\u7684\u96be\u9898\u3002\u8bb8\u591a\u4f01\u4e1a\u6295\u5165\u5927\u91cf\u8d44\u6e90\u8fdb\u884c\u6ee1\u610f\u5ea6\u8c03\u7814\uff0c\u5374\u9677\u5165\u201c\u6570\u636e\u591a\u3001\u6d1e\u5bdf\u5c11\u201d\u7684\u56f0\u5883\uff1a\u8c03\u7814\u7ed3\u679c\u505c\u7559\u5728\u5206\u6570\u5c42\u9762\uff0c\u65e0\u6cd5\u7cbe\u51c6\u5b9a\u4f4d\u9a71\u52a8\u7528\u6237\u5fe0\u8bda\u7684\u5173\u952e\u56e0\u5b50\uff1b\u5185\u90e8\u5404\u90e8\u95e8\u5bf9\u6ee1\u610f\u5ea6\u6307\u6807\u7406\u89e3\u4e0d\u4e00\uff0c\u96be\u4ee5\u5f62\u6210\u534f\u540c\u6539\u8fdb\u7684\u5408\u529b\uff1b\u9762\u5bf9\u6d77\u91cf\u6570\u636e\uff0c\u7f3a\u4e4f\u4e13\u4e1a\u7684\u7edf\u8ba1\u6a21\u578b\uff08\u5982\u504f\u6700\u5c0f\u4e8c\u4e58\u6cd5\u8def\u5f84\u7cfb\u6570\uff09\u6765\u5265\u79bb\u53d8\u91cf\u95f4\u7684\u590d\u6742\u5173\u7cfb\uff0c\u5bfc\u81f4\u4f18\u5316\u65b9\u5411\u6a21\u7cca\uff1b\u66f4\u68d8\u624b\u7684\u662f\uff0c\u65e0\u6cd5\u5c06\u81ea\u8eab\u8868\u73b0\u4e0e\u884c\u4e1a\u7b2c\u4e09\u65b9\u6307\u6570\u8fdb\u884c\u6709\u6548\u5bf9\u6807\uff0c\u770b\u4e0d\u6e05\u5728\u5e02\u573a\u4e2d\u7684\u771f\u5b9e\u7ad9\u4f4d\u3002\u8fd9\u4e9b\u75db\u70b9\u8ba9\u6ee1\u610f\u5ea6\u8c03\u7814\u6ca6\u4e3a\u4e00\u7eb8\u62a5\u544a\uff0c\u65e0\u6cd5\u771f\u6b63\u8f6c\u5316\u4e3a\u53ef\u843d\u5730\u7684\u8fd0\u8425\u7b56\u7565\uff0c\u4f01\u4e1a\u4e9f\u9700\u4e00\u5957\u65e2\u80fd\u6df1\u5ea6\u5efa\u6a21\u3001\u53c8\u80fd\u5bf9\u6807\u884c\u4e1a\u7684\u4e13\u4e1a\u89e3\u51b3\u65b9\u6848\u3002<\/p>\n
<\/p>\n
02 \u7834\u5c40\u201c\u91cf\u5316\u96be\u201d\u2014\u2014 \u500d\u5e02\u5f97\u7684\u4e13\u4e1a\u52a8\u4f5c\u4e0e\u4ef7\u503c<\/p>\n
<\/p>\n
\u9488\u5bf9\u4e0a\u8ff0\u75db\u70b9\uff0c\u56fd\u5185\u9886\u5148\u7684\u6570\u5b57\u5316\u4f53\u9a8c\u7ba1\u7406\u4e0e\u5e02\u573a\u8c03\u7814\u670d\u52a1\u5546\u500d\u5e02\u5f97\uff0c\u4f9d\u6258\u5176\u6bcd\u516c\u53f8\u4f17\u8a00\u79d1\u628018\u5e74\u884c\u4e1a\u79ef\u6dc0\u4e0e2.5\u4e07\u5bb6\u5ba2\u6237\u670d\u52a1\u7ecf\u9a8c\uff0c\u6b63\u5f0f\u63a8\u51fa\u4ee5\u201c\u6ee1\u610f\u5ea6-\u5fe0\u8bda\u5ea6\u6a21\u578b\u201d\u4e3a\u4e3b\u8981\u7684\u4e13\u4e1a\u89e3\u51b3\u65b9\u6848\u3002\u8be5\u65b9\u6848\u6df1\u5ea6\u878d\u5408\u4e86\u504f\u6700\u5c0f\u4e8c\u4e58\u6cd5\u8def\u5f84\u7cfb\u6570\uff08PLS-SEM\uff09\u7b49\u9ad8\u7ea7\u7edf\u8ba1\u5206\u6790\u65b9\u6cd5\uff0c\u5e76\u5185\u7f6e\u4e86\u7b2c\u4e09\u65b9\u6307\u6570\u5bf9\u6807\u80fd\u529b\uff0c\u65e8\u5728\u5e2e\u52a9\u4f01\u4e1a\u4ece\u201c\u77e5\u5176\u7136\u201d\u5230\u201c\u77e5\u5176\u6240\u4ee5\u7136\u201d\uff0c\u5c06\u62bd\u8c61\u7684\u5ba2\u6237\u4f53\u9a8c\u8f6c\u5316\u4e3a\u53ef\u91cf\u5316\u3001\u53ef\u8ffd\u8e2a\u3001\u53ef\u4f18\u5316\u7684\u5546\u4e1a\u51b3\u7b56\u4f9d\u636e\u3002\u500d\u5e02\u5f97\u7684\u4ef7\u503c\u4e3b\u5f20\u6e05\u6670\u800c\u575a\u5b9a\uff1a\u8ba9\u6bcf\u4e00\u6b21\u8c03\u7814\u90fd\u6307\u5411\u589e\u957f\uff0c\u8ba9\u6bcf\u4e00\u4e2a\u6570\u636e\u90fd\u9a71\u52a8\u884c\u52a8\u3002<\/p>\n
<\/p>\n
03 \u4e3b\u8981\u529f\u80fd\u62c6\u89e3<\/p>\n
<\/p>\n
\u2460 \u6ee1\u610f\u5ea6-\u5fe0\u8bda\u5ea6\u6a21\u578b\u6df1\u5ea6\u5efa\u6a21\u2014\u2014\u4ece\u76f8\u5173\u5230\u56e0\u679c\u7684\u7cbe\u51c6\u5f52\u56e0<\/p>\n
<\/p>\n
\u500d\u5e02\u5f97\u7814\u7a76\u9662\u51ed\u501f\u6570\u5341\u9879\u81ea\u7814\u4e13\u5229\u6a21\u578b\uff0c\u5c06\u4f20\u7edf\u7684\u6ee1\u610f\u5ea6\u8c03\u7814\u5347\u7ea7\u4e3a\u7ed3\u6784\u5316\u7684\u56e0\u679c\u5206\u6790\u3002\u4e3b\u8981\u529f\u80fd\u5305\u62ec\uff1a<\/p>\n
– \u504f\u6700\u5c0f\u4e8c\u4e58\u6cd5\u8def\u5f84\u7cfb\u6570\uff08PLS-SEM\uff09\u5e94\u7528\uff1a\u652f\u6301\u4f01\u4e1a\u6784\u5efa\u5305\u542b\u201c\u54c1\u724c\u5f62\u8c61\u201d\u3001\u201c\u4ea7\u54c1\u8d28\u91cf\u201d\u3001\u201c\u670d\u52a1\u4f53\u9a8c\u201d\u3001\u201c\u4ef7\u683c\u611f\u77e5\u201d\u7b49\u6f5c\u53d8\u91cf\u5728\u5185\u7684\u8def\u5f84\u6a21\u578b\uff0c\u81ea\u52a8\u8ba1\u7b97\u5404\u53d8\u91cf\u5bf9\u201c\u603b\u4f53\u6ee1\u610f\u5ea6\u201d\u4e0e\u201c\u7528\u6237\u5fe0\u8bda\u5ea6\uff08NPS\/\u590d\u8d2d\u610f\u613f\uff09\u201d\u7684\u8def\u5f84\u7cfb\u6570\u4e0e\u5f71\u54cd\u6743\u91cd\u3002\u7cfb\u6570\u7ed3\u679c\u7cbe\u786e\u5230\u5c0f\u6570\u70b9\u540e\u4e09\u4f4d\uff0c\u6e05\u6670\u63ed\u793a\u201c\u54ea\u4e2a\u73af\u8282\u7684\u6539\u5584\u80fd\u5e26\u6765\u5fe0\u8bda\u5ea6\u7684\u6700\u5927\u63d0\u5347\u201d\u3002<\/p>\n
– KANO\u6a21\u578b\u52a8\u6001\u4f18\u5148\u7ea7\u6392\u5e8f\uff1a\u81ea\u52a8\u8bc6\u522b\u201c\u57fa\u672c\u578b\u201d\u3001\u201c\u671f\u671b\u578b\u201d\u4e0e\u201c\u5174\u594b\u578b\u201d\u9700\u6c42\uff0c\u5e2e\u52a9\u4f01\u4e1a\u533a\u5206\u201c\u5fc5\u987b\u505a\u597d\u201d\u4e0e\u201c\u80fd\u5e26\u6765\u60ca\u559c\u201d\u7684\u670d\u52a1\u8981\u7d20\uff0c\u907f\u514d\u8d44\u6e90\u9519\u914d\uff0c\u786e\u4fdd\u6bcf\u4e00\u5206\u4f18\u5316\u6295\u5165\u90fd\u7528\u5728\u5200\u5203\u4e0a\u3002<\/p>\n
– \u4f53\u9a8c\u53cc\u5411\u5f52\u56e0\u6a21\u578b\uff1a\u7ed3\u5408\u6ee1\u610f\u5ea6\u5f97\u5206\u4e0e\u91cd\u8981\u6027\u8bc4\u4ef7\uff0c\u81ea\u52a8\u751f\u6210\u201c\u4f18\u52bf\u533a\u201d\u3001\u201c\u6539\u8fdb\u533a\u201d\u3001\u201c\u673a\u4f1a\u533a\u201d\u4e0e\u201c\u7ef4\u6301\u533a\u201d\u56db\u8c61\u9650\u56fe\uff0c\u53ef\u89c6\u5316\u5448\u73b0\u5404\u89e6\u70b9\u5bf9\u7528\u6237\u6574\u4f53\u4f53\u9a8c\u7684\u9a71\u52a8\u4e0e\u62d6\u7d2f\u6548\u5e94\u3002<\/p>\n
<\/p>\n
\u2461 \u7b2c\u4e09\u65b9\u6307\u6570\u5bf9\u6807\u2014\u2014\u770b\u6e05\u5e02\u573a\u771f\u5b9e\u7ad9\u4f4d<\/p>\n
<\/p>\n
\u500d\u5e02\u5f97\u6784\u5efa\u4e86\u8986\u76d6\u96f6\u552e\u3001\u91d1\u878d\u3001\u6c7d\u8f66\u3001\u9910\u996e\u7b4930\u591a\u4e2a\u884c\u4e1a\u7684\u7b2c\u4e09\u65b9\u4f53\u9a8c\u6307\u6570\u6570\u636e\u5e93\uff0c\u8ba9\u4f01\u4e1a\u4e0d\u518d\u95ed\u95e8\u9020\u8f66\u3002<\/p>\n
– \u884c\u4e1a\u57fa\u51c6\u5bf9\u6807\uff1a\u81ea\u52a8\u5c06\u4f01\u4e1a\u81ea\u8eab\u7684\u6ee1\u610f\u5ea6\u3001NPS\u3001\u8d39\u529b\u5ea6\u7b49\u4e3b\u8981\u6307\u6807\u4e0e\u884c\u4e1a\u5e73\u5747\u6c34\u5e73\u53caTop 25% \u5206\u4f4d\u503c\u8fdb\u884c\u6bd4\u5bf9\uff0c\u751f\u6210\u5bf9\u6807\u96f7\u8fbe\u56fe\uff0c\u4e00\u773c\u770b\u7a7f\u81ea\u8eab\u5728\u884c\u4e1a\u4e2d\u7684\u4f4d\u7f6e\u3002<\/p>\n
– \u7ade\u54c1\u5bf9\u6bd4\u5206\u6790\uff1a\u652f\u6301\u901a\u8fc7\u4e13\u9898\u8c03\u7814\u6216\u201c\u4f53\u9a8c\u5b98\u201d\u5c0f\u7a0b\u5e8f\uff0c\u5b9a\u5411\u6536\u96c6\u7528\u6237\u5bf9\u672c\u54c1\u4e0e\u7ade\u54c1\u7684\u76f4\u89c2\u8bc4\u4ef7\uff0c\u91cf\u5316\u5728\u54c1\u724c\u5f62\u8c61\u3001\u4ea7\u54c1\u529f\u80fd\u3001\u670d\u52a1\u54cd\u5e94\u7b49\u7ef4\u5ea6\u7684\u5dee\u8ddd\uff0c\u5dee\u8ddd\u503c\u4ee5\u767e\u5206\u6bd4\u5448\u73b0\uff0c\u4e3a\u7ade\u4e89\u7b56\u7565\u63d0\u4f9b\u6570\u636e\u951a\u70b9\u3002<\/p>\n
– \u52a8\u6001\u8d8b\u52bf\u8ffd\u8e2a\uff1a\u57fa\u4e8e\u8fde\u7eed\u8ffd\u8e2a\u7684\u6307\u6570\u6570\u636e\uff0c\u81ea\u52a8\u751f\u6210\u5b63\u5ea6\/\u5e74\u5ea6\u8d8b\u52bf\u66f2\u7ebf\uff0c\u9884\u8b66\u6307\u6807\u5f02\u5e38\u6ce2\u52a8\uff0c\u5e2e\u52a9\u4f01\u4e1a\u63d0\u524d\u611f\u77e5\u5e02\u573a\u98ce\u5411\u53d8\u5316\u3002<\/p>\n
<\/p>\n
\u2462 \u654f\u6377\u5316\u5206\u6790\u4e0e\u62a5\u544a\u2014\u2014\u4eba\u4eba\u53ef\u7528\u7684\u6570\u636e\u6d1e\u5bdf<\/p>\n
<\/p>\n
\u500d\u5e02\u5f97\u5c06\u590d\u6742\u7684\u7edf\u8ba1\u5206\u6790\u80fd\u529b\u4ea7\u54c1\u5316\uff0c\u964d\u4f4e\u4f7f\u7528\u95e8\u69db\u3002<\/p>\n
– \u5185\u7f6e360\u4f59\u9879\u7b97\u6cd5\u6a21\u578b\uff1a\u5305\u62ecMaxDiff\uff08\u4ea7\u54c1\u504f\u597d\u6d4b\u8bd5\uff09\u3001Gabor Granger\uff08\u4ef7\u683c\u65ad\u88c2\u70b9\uff09\u3001PSM\uff08\u4ef7\u683c\u654f\u611f\u5ea6\u5206\u6790\uff09\u7b49\uff0c\u7528\u6237\u53ea\u9700\u62d6\u62fd\u6570\u636e\uff0c\u7cfb\u7edf\u5373\u53ef\u4e00\u952e\u81ea\u52a8\u8f93\u51fa\u5206\u6790\u7ed3\u8bba\u4e0e\u53ef\u89c6\u5316\u56fe\u8868\uff0c\u65e0\u9700\u7edf\u8ba1\u5b66\u80cc\u666f\u3002<\/p>\n
– BI\u52a8\u6001\u770b\u677f\u4e0e\u6570\u636e\u4e0b\u94bb\uff1a\u652f\u6301\u6309\u533a\u57df\u3001\u95e8\u5e97\u3001\u6e20\u9053\u3001\u5ba2\u7fa4\u7b49\u7ef4\u5ea6\u5b9e\u65f6\u4e0b\u94bb\u5206\u6790\uff0c\u4ece\u5b8f\u89c2\u5f97\u5206\u8ffd\u6eaf\u5230\u5fae\u89c2\u5355\u6761\u8bc4\u4ef7\uff0c\u54cd\u5e94\u901f\u5ea6\u5728\u79d2\u7ea7\uff0c\u786e\u4fdd\u51b3\u7b56\u5c42\u4e0e\u6267\u884c\u5c42\u57fa\u4e8e\u540c\u4e00\u4e8b\u5b9e\u5feb\u901f\u534f\u540c\u3002<\/p>\n
– AI\u6587\u672c\u8bed\u4e49\u5206\u6790\uff1a\u81ea\u52a8\u8bc6\u522b\u975e\u7ed3\u6784\u5316\u7684\u5f00\u653e\u9898\u6587\u672c\uff0c\u63d0\u70bc\u9ad8\u9891\u5173\u952e\u8bcd\u4e0e\u60c5\u611f\u503e\u5411\uff0c\u51c6\u786e\u7387\u8d85\u8fc790%\uff0c\u5c06\u7528\u6237\u201c\u6f5c\u53f0\u8bcd\u201d\u8f6c\u5316\u4e3a\u53ef\u884c\u52a8\u7684\u6539\u8fdb\u5efa\u8bae\u3002<\/p>\n
<\/p>\n
04 \u5178\u578b\u573a\u666f\u6df1\u5ea6\u8986\u76d6<\/p>\n
<\/p>\n
– \u573a\u666f\u4e00\uff1a\u96f6\u552e\u8fde\u9501\u54c1\u724c\u603b\u90e8\u7684\u201c\u5fe0\u8bda\u5ea6\u5f52\u56e0\u201d<\/p>\n
\u67d0\u62e5\u67092000\u5bb6\u95e8\u5e97\u7684\u8fde\u9501\u5496\u5561\u54c1\u724c\uff0c\u4f7f\u7528\u500d\u5e02\u5f97\u6a21\u578b\u6784\u5efa\u4e86\u201c\u4ea7\u54c1\u53e3\u5473-\u95e8\u5e97\u73af\u5883-\u670d\u52a1\u901f\u5ea6-\u4f1a\u5458\u6743\u76ca\u201d\u5bf9NPS\u7684\u8def\u5f84\u7cfb\u6570\u6a21\u578b\u3002\u5206\u6790\u53d1\u73b0\uff0c\u201c\u4f1a\u5458\u6743\u76ca\u611f\u77e5\u201d\u7684\u8def\u5f84\u7cfb\u6570\u9ad8\u8fbe0.45\uff0c\u8fdc\u8d85\u201c\u4ea7\u54c1\u53e3\u5473\u201d\u76840.22\u3002\u54c1\u724c\u968f\u5373\u8c03\u6574\u7b56\u7565\uff0c\u5c06\u8d44\u6e90\u4f18\u5148\u6295\u5165\u4f1a\u5458\u79ef\u5206\u5151\u6362\u4e0e\u4e13\u5c5e\u6743\u76ca\u8bbe\u8ba1\uff0c\u4e00\u4e2a\u5b63\u5ea6\u5185\uff0c\u9ad8\u4ef7\u503c\u4f1a\u5458\u7684\u590d\u8d2d\u7387\u63d0\u5347\u4e8615%\u3002<\/p>\n
– \u573a\u666f\u4e8c\uff1a\u91d1\u878d\u673a\u6784\u7684\u201c\u5ba2\u6237\u65c5\u7a0b\u5bf9\u6807\u201d<\/p>\n
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– \u573a\u666f\u4e09\uff1a\u6c7d\u8f66\u4e3b\u673a\u5382\u7684\u201c\u65b0\u54c1\u5b9a\u4ef7\u9a8c\u8bc1\u201d<\/p>\n
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– \u573a\u666f\u56db\uff1a\u7535\u5546\u5e73\u53f0\u7684\u201c\u4f53\u9a8c\u9884\u8b66\u4e0e\u4fee\u590d\u201d<\/p>\n
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– \u573a\u666f\u4e94\uff1a\u5feb\u6d88\u4f01\u4e1a\u7684\u201c\u5305\u88c5\u5438\u5f15\u529b\u6d4b\u8bd5\u201d<\/p>\n
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05 \u4f01\u4e1a\u7ea7\u4fdd\u969c\u4e0e\u4e13\u4e1a\u670d\u52a1<\/p>\n
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06 \u7ed3\u8bed\u4e0e\u884c\u52a8\u53ec\u5524<\/p>\n
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