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美国消费者满意指数:原理、方法与启示 被引量:7

American Consumer Satisfaction Index: The Principles, Methodology and Implications
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摘要 本文介绍了美国消费者满意指数的编制背景、依据的模型和具体的编制方法,重点分析了消费者满意指数在经济与经营绩效衡量方面的运用。文章认为,消费者满意指数可以从企业、行业和国家三个层次反映经济活动的绩效,不仅是传统的绩效衡量指标的有益补充,而且直接与企业未来盈利性相联系,具有传统指标不具有的独特价值;消费者满意指数有两个显著特点,一是测量消费者对某种产品的整体满意感,二是承认消费者满意水平不能直接衡量,应通过建立模型进行估计。文章还指出了消费者满意指数的局限性如抽象掉了不同行业和产品的差异性,也没有建立产品和服务的性能与消费者满意之间的联系等。 This paper describes the US consumer satisfaction index (CSI) in detail,and illustrates the models and methodology underling the formation of the index.It highlights the wide applications of the CSI both in micro and macro levels, and finally, it explores the limitations of CSI while simultaneously pointing out the positive aspects of the American consumer satisfaction index.
作者 符国群
出处 《中国流通经济》 CSSCI 2004年第1期43-47,共5页 China Business and Market
基金 国家自然科学基金项目 (70172021) 教育部人文社会科学"十五"规划项目(01JB630008)资助
关键词 美国 消费者满意指数 顾客预期 顾客忠诚 企业营销 consumer satisfaction index customer expectation customer complaints customer loyalty
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