摘要
本文在前人大量研究成果的基础上,借鉴和吸收国外的经验和教训,结合北京市具体情况和旅行社的行业特点,对北京旅行社的顾客满意度进行了分析和研究。试图通过从理论角度阐述旅行社业的顾客满意度,希望能对北京旅行社业顾客满意度构建有所裨益。
This paper, based on Beijing＇ s situation and the characteristics of travel service, and as well as other studies about Customers Satisfaction Index of developed and developing countries, is to analyze and study the construction of Customers Satisfaction Index of Beijing travel service.
出处
《北京第二外国语学院学报》
2006年第7期45-49,共5页
Journal of Beijing International Studies University
关键词
旅行社
顾客
顾客满意度
travel service
customers
customers satisfaction index
