关键词： 顾客价值, 服务企业, 企业竞争力, 策略

Abstract: On the basis of eight-elements,four-phases,service competitive superiority,service-value chain and customer value of service-enterprise competitiveness,this paper points out that the competitive superiority of service-enterprise lies in customer value and it is the new resources of competitiveness,the motivity of customer satisfaction and faithfulness,and the foundation of strategetic innovations.Based on customer value,this paper also constructs a dynamic research model for service-enterprise competitiveness.In order to promote its competitiveness,enterprise must put strategy of customer value into effect,put emphasis on obtaining customer knowledge,estimate customer value precisely and establish service management culture which is based on customer value.

Key words: customer value, service enterprise, enterprise competitiveness, strategy