| 基于GE矩阵的顾客满意矩阵及其应用研究 |
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| 引用本文： | 程幼明,何惠妍.基于GE矩阵的顾客满意矩阵及其应用研究[J].世界标准化与质量管理,2009(5):86-90. |
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| 作者姓名： | 程幼明 何惠妍 |
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| 作者单位： | 安徽工程科技学院管理工程系,安徽,芜湖,241000 |
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| 基金项目： | 安徽教育厅人文社会科学研究项目 |
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| 摘 要： | 文章在明晰CS内涵基础上，基于GE矩阵架构了CS矩阵，实施对影响CSI因素的评价与归集，得出了有效运作和提高CS战略执行力的改善重点及其路径，以指导企业CS实践，持续而有效地改善与顾客的关系和提高顾客满意度。
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| 关 键 词： | 顾客满意 GE矩阵 CS矩阵 双因素理论 |
The Research and Its Application of Customer Satisfaction Matrix Based on the GE Matrix |
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| CHENG You-ming,HE Hui-yan.The Research and Its Application of Customer Satisfaction Matrix Based on the GE Matrix[J].World Standardization & Quality Management,2009(5):86-90. |
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| Authors: | CHENG You-ming HE Hui-yan |
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| Institution: | (The Department of Management and Engineering, Anhui University of Science and Technology, Wuhu.241000.China) |
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| Abstract: | In this paper, by structuring the CS matrix based on the GE matrix and appraising the factors affecting the CSI, it can be obtained the improving emphases to operate CS effectively and the effective path to enhance the strategic execution of CS in order to guide the CS practice of enterprises, improve the relationship with customers and improve Customer Satisfaction continually and effectively. |
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| Keywords: | customer satisfaction GE matrix CS matrix two-factor theory |
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