市场营销中对于提升顾客满意度的深入探讨——建立以需求而非期望值为导向的服务模式

A further Analysis of Raising Customer Satisfaction in Marketing

服务型企业如何提高顾客的满意度,从而使他们变得更加忠诚是企业能否长久生存的重要问题。传统的服务模式只强调满足顾客的对某次特定消费行为的期望值,本文在对此问题进行深入探讨后提出应建立以满足顾客需求为导向的服务模式,这样才能提升服务质量,提高顾客满意度。

It is essential for servicing enterprise to survive in severe competition by raising customer satisfaction. The traditional model only focuses on satisfying expectation of specific consuming behavior. This essay proposes a need-oriented model by which to improve service quality and raise customer satisfaction.