企业服务利润链中的顾客满意度提升策略

A Study of Strategies of Enhancing Customer Satisfaction in Enterprises' Service Profit Chain

本文以提升顾客满意度为研究目标,以服务质量、员工满意度、顾客忠诚度、企业获利能力为主线,提出了提升员工满意度、提升顾客的个性化服务、建立优秀的企业文化、完善服务补救措施等四个策略,并相应提出了具体措施。

Aiming at improving customers＇ satisfaction, taking interior service quality, employees＇ satisfaction, customer royalty, enterprise profitability as a masterstroke, this paper points out four strategies such as improving employees＇ satisfaction, enhancing individuated service, establishing excellent corporation culture and consummating service remediation and there goes the specific measurements.