摘要
文章在明晰CS内涵基础上,基于GE矩阵架构了CS矩阵,实施对影响CSI因素的评价与归集,得出了有效运作和提高CS战略执行力的改善重点及其路径,以指导企业CS实践,持续而有效地改善与顾客的关系和提高顾客满意度。
In this paper, by structuring the CS matrix based on the GE matrix and appraising the factors affecting the CSI, it can be obtained the improving emphases to operate CS effectively and the effective path to enhance the strategic execution of CS in order to guide the CS practice of enterprises, improve the relationship with customers and improve Customer Satisfaction continually and effectively.
出处
《标准科学》
CSSCI
2009年第5期86-90,共5页
Standard Science
基金
安徽教育厅人文社会科学研究项目(2009SK372)
关键词
顾客满意
GE矩阵
CS矩阵
双因素理论
customer satisfaction, GE matrix, CS matrix, two-factor theory
