浅论服务业顾客满意

On Customer Satisfaction of Service Industry

目前,顾客满意受到了前所未有的重视,赢得更高的顾客满意度正成为许多公司的经营目标之一,对于顾客接触最多的服务行业,满意的顾客更是企业财富的源泉。根据对顾客满意形成机理和各国满意度指数的研究,企业提升顾客满意度,应实施顾客价值分析、顾客价值创新、顾客满意监控等战略,以增强企业的市场竞争力。

Now customer satisfaction receives unprecedented attention, and achieving more customer satisfaction is becoming one of business target. Service industry involves more customers, and customer satisfaction is the source of enterprise fortune. According to research on formation mechanism of customer satisfaction and customer satisfaction index in different countries, the enterprise should increase customer satisfaction and market competitiveness through the strategies of customer value analysis, customer value innovation, and customer satisfaction monitoring.