摘要
20世纪90年代以来,企业的竞争逐渐从产品和价格的竞争转化为争取顾客满意的竞争,不断创造顾客满意是现代企业取得长期竞争优势的关键。通过分析传统交易中的顾客满意构成、电子商务交易的特点,阐述了电子商务交易中顾客满意的构成,并在此基础上提出了基于电子商务下的顾客满意战略。
Since the 90s of 20th ,enterprise co ntest has turn from product and price to making customer satisfaction,an d furthermore,the key of modern enterprise win long-term competition is creating custo mer satisfaction unceasingly.This paper expounds customer satisfaction composition in electr onic business by means of analyzing c ustomer satisfaction composition i n traditional business,analyzing the characteristic of traditional business process and electronic business process,thence,on this foundation,puts forward the strategy of customer satisfaction based on elec tronic business.
出处
《科技进步与对策》
北大核心
2002年第9期163-164,共2页
Science & Technology Progress and Policy
基金
国家自然科学基金资助项目(编号70171014)系列论文之一。
关键词
电子商务
顾客满意战略
electronic business
customer satisfaction
strategy
