从分析影响客户满意度的因素浅谈客户期望管理

Briefly on customer's expectation management through analyzing the factors influencing customer satisfaction

针对影响客户满意度的主要因素-客户期望进行分析,先从理论开始讨论客户期望管理思路,进一步分析决定企业客户期望的因素,最后提出客户期望管理的方法。

Aiming at the principal factor which influences the customer satisfaction-customer＇s expectation, this paper firstly discusses the thinking on customer＇s expectation management theoretically, then, it analyzes the factors determining the customer＇s expectation management. And in the end, some methods are put forward.