摘要
企业必须识别顾客、理解顾客,以顾客需求为导向进而赢得顾客满意。在识别顾客、理解顾客的基础上,提出了顾客满意度的模糊评价模型,以便对顾客满意进行评价。
Enterprise must discern customers and understand customers, regard customer＇s demand as the direction and then gain customer＇s satisfaction. In order to appraise customer＇s satisfaction, this paper puts forward the fuzzy appraisal model of customer＇s satisfaction on the basis of discerning and understanding customers.
出处
《价值工程》
2005年第8期99-100,共2页
Value Engineering
关键词
顾客满意
模糊评价模型
customer＇s satisfaction
fuzzy appraisal model
