互联网的广泛发展对我国全过程造价咨询业务的开展提出了变革需求。运用扎根理论研究方法,分析访谈中获取的文本资料,发掘出在互联网思维下全过程造价咨询业务中影响客户满意度的7个因素；在此基础上,构建了全过程造价咨询业务关键因素对客户满意度的影响机理模型,并且分析了每组关键因素具体的作用机理。研究结果显示,对于工程造价咨询企业,提高业务管理是对客户满意度最灵敏的因素,组织管理对业务管理起到推动的作用,而人员素质建设是企业生存发展的内动力。基于上述结论,对工程造价咨询企业提出两点建议：①拓展工程造价咨询企业工作模式是互联网时代发展的必然结果,规范企业的工作流程可以为实现全过程的BIM技术和应用大数据提供可能；②提高员工的素质为提高客户满意度提供保障。

Changes are required in the whole process cost consultation business because of the extensive development of the Internet. Using the research method of grounded theory, 7 factors of the whole process cost consultation business the that affect customer satisfaction are identified through analyzing the text material which obtained through interviews. On this basis, influencing model of the whole process cost consultation to the customer satisfaction is presented, and how every group factors effect is analyzed in detail. The findings indicate that, to the enterprise of cost consultation, the most sensitive factor to improve customers satisfaction is the development of service management, which is pushed by organization management, and the construction of personnel quality is the internal motivation for the survival and development of the enterprises. Based on those results, there are two suggestions for the enterprises of cost consultation: ①it is essential to expand the working mode for every enterprise in the new age of the internet, and standardizing workflow provides a possibility for the enterprise to apply BIM and big data technology in whole process; ②staff quality should be enhanced so as to ensure customers feel satisfied.

F294

天津市哲学社会科学规划一般课题“建设工程造价咨询项目集约化服务流程模式设计”（TJGL13-032）