摘要
顾客满意战略已成为西方国家企业获得巨大成功的"柔性"经营战略,企业实施顾客满意战略以及对实施结果进行评价的依据是顾客满意度指数的测评。首先阐述了企业进行顾客满意度指数测评的意义,然后对顾客满意度指数的测评进行了深入研究。最后通过实例分析,验证了其适用性和有效性。
Customer satisfaction (CS) has become a 'flexible' managerial strategy for successes for enterprises in western countries, and the test of CS indexes provides the foundation for the implementation of CS and its result evaluation. This paper discusses the significance of the test and ways to take the test. It is demonstrated that the test is practicable and effective by the analysis of an example.
出处
《工业工程》
2003年第2期25-28,共4页
Industrial Engineering Journal
关键词
质量
顾客满意
顾客满意度指数
quality
customer satisfaction
customer satisfaction index
