我国服务型企业的顾客满意战略研究

当今市场竞争已进入顾客导向时代,在服务型企业中实施正确科学的顾客满意战略尤为重要。本文阐明了顾客满意战略管理的概念和内涵,揭示了我国当前服务型企业在实施顾客满意战略管理过程中存在的问题和难点,最后提出我国服务型企业顾客满意战略的实施途径和措施。

It is very important to insist customer satisfaction strategy in the services enterprises for regarding customer as the center in nowadays. This article explains the notions and basic theory of the customer satisfaction strategy management and displays the existing problems in the process of implementing the customer satisfaction strategy management. At last this study is to present the process of a high - level customer contact companies setting up the strategy of customer satisfaction.