摘要
顾客满意理论表明,产品或服务质量与顾客满意度之间有密切关系,而顾客不满意时会做出各种反应,有关调查表明顾客不满意对相关企业将产生负面影响。顾客发生抱怨的主要原因是产品问题和服务问题。正确对待抱怨的顾客并采取有效策略如耐心倾听、诚恳交谈、迅速处理、总结分析、提高产品和服务质量等,可以化解顾客抱怨并为企业赢得更多顾客。
The paper begins by presenting a theoretical model of the relationship between product/service quality and customer satisfaction followed by a listing of the various reactions caused by customer dissatisfaction. Based on surveys it then describes the effects of customer dissatisfaction on the firms concerned. The paper ends with investigating the causes of customer complaints and proposing essential strategies as to how to resolve customer complaints.
出处
《中国流通经济》
CSSCI
2002年第6期51-54,共4页
China Business and Market
关键词
顾客不满意
顾客反应
顾客抱怨
化解策略
服务质量
产品质量
customer dissatisfaction
customer reactions
customer complaints
complaint-resolving strategies
