构建新型顾客满意度指数模型——基于SCSB、ACSI、ECSI的分析被引量：123

The Construction of a New Customer Satisfaction Index Model Based on the Analysis of SCSB, ACSI and ECSI

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摘要 20世纪90年代以来,全国性的顾客满意度指数测评工作已在各国引起普遍的关注。本文基于对SCSB、ACSI、ECSI等顾客满意度指数模型的分析,提出了一个新的顾客满意度指数(CSI)模型。 National customer satisfaction index models have raised great attention since 1990s. This paper proposes a new CSI model based on the analysis of SCSB, ACSI and ECSI for further discnssion.

作者刘新燕刘雁妮杨智万后芬

机构地区中南财经政法大学工商管理学院湖南大学工商管理学院

出处《南开管理评论》 CSSCI 2003年第6期52-56,共5页 Nankai Business Review

关键词顾客满意度指数 CSI 企业形象顾客忠诚度 SCSB ACSI ECSI 结构方程模型 SEM Customer Satisfaction Scsb Acsi Ecsi Improved Csi

分类号 F713.55 [经济管理—市场营销]

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参考文献17

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