Abstract
Purpose - In the past, most of the research on competition strategy is limited to the analysis of each strategic element, which does not reveal the relationship between the elements, and the practicability is not strong. The theory of power process holds that the subject of power is composed of the interaction of five determinants of power, desire, value, environment and relationship, and creates value by this. Design/Methodology/Approach - This paper makes an empirical study on the management results of erviceoriented enterprises, and takes the SERVQUAL model as a bridge. Findings - He theory of power process not only puts forward the above five elements of power decision, but also reveals the form and way of effective interaction of the five elements, which has strong practicability. The theory of “irrational condition” is derived from the theory of power process, and its scientific nature has been proved by some empirical studies. Research Implications - To determine the mechanism of the influence of the factors of “irrational conditions” theory on the management results of service-oriented enterprises. It further proves the scientific and extensive theory of irrational conditions.
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