CAJ | 학술논문

传统的电力客户分类偏重于客户的社会价值，忽视了其经济价值，不利于客户满意度和供电企业社会及经济效益的提升。本文提出基于客户价值的电力客户分类方法，将客户用电贡献、客户用电规范性、客户合作等三个维度作为分类标准，以此全面衡量客户价值。针对现有电力客户服务中的不足，借鉴顾客服务感知质量理论，从可靠性、响应性、保证性、移情性和有形性等五个方面构建了电力客户服务策略组合，并提出了针对不同级别客户的差异化服务策略。
전통적전력객호분류편중우객호적사회개치，홀시료기경제개치，불리우객호만의도화공전기업사회급경제효익적제승。본문제출기우객호개치적전력객호분류방법，장객호용전공헌、객호용전규범성、객호합작등삼개유도작위분류표준，이차전면형량객호개치。침대현유전력객호복무중적불족，차감고객복무감지질량이론，종가고성、향응성、보증성、이정성화유형성등오개방면구건료전력객호복무책략조합，병제출료침대불동급별객호적차이화복무책략。
The traditional electric power customer classification emphasizes the social value but neglects its economic value, so it is not conducive to the improvement of customer satisfaction and social and economic benefit of power supply enterprise. This article proposes the electric power customer classification method based on customer value, taking customers' contribution of electricity utilization, customers' standard electricity utilization and customer cooperation as classification criteria, to comprehensively measure the customer value. Aiming at the deficiency of the existing electric power customer service and referring to customer service quality perception theory, the power customer service strategy combination is built from the reliability, responsiveness, assurance, empathy and tangibility, and puts forward some strategies for different service of different levels of customers.