摘要
文章作者对忠诚顾客的定义以及培养忠诚顾客的重要意义做了系统的阐述。针对医院如何培养忠诚顾客,提出 了好的建议,包括通过提高顾客的满意度来提高顾客忠诚度,利用约束条件提高顾客忠诚度,通过服务补救提高顾客忠诚度。
In the context of fierce competition of medical services,hospital managers pay more attention to the study on customer loyalty.In the paper,definition of customer loyalty and significance of training loyal customer are described.Finally,the author gives some suggestions to train loyal customer,including improving patient＇s satisfaction, utilizing restrain conditions and services remedy to train the loyal customer.
出处
《中国医院管理》
北大核心
2005年第3期30-32,共3页
Chinese Hospital Management
关键词
顾客
忠诚
服务补救
customer
loyalty
service remedy
