| 基于ACSI模型的顾客满意测评应用研究——以超市行业为例 |
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| 引用本文： | 刘卓林,金燕.基于ACSI模型的顾客满意测评应用研究——以超市行业为例[J].经济管理,2007(2):42-46. |
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| 作者姓名： | 刘卓林 金燕 |
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| 作者单位： | 南京理工大学经济管理学院,江苏南京210094 |
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| 摘 要： | 随着零售市场的开放，许多国外大型超市的进入，国内超市行业将面临着越来越激烈的竞争。研究表明，顾客满意对企业的经营绩效有很大的影响，而顾客满意测评是衡量顾客满意度的有效手段。本文以顾客满意相关理论为基础，基于美国顾客满意指数模型，以超市行业为例，详细论述了顾客满意测评的理论方法，并把ACSI模型应用到超市行业的顾客满意测评中，指出了顾客满意测评在超市应用的重要性。
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| 关 键 词： | 顾客满意 超市 测评 |
| 文章编号： | 1002-5766（2007）02-0042-05 |
| 修稿时间： | 2006-08-10 |
The Application of Evaluation on Customer Satisfaction Based on ACSI Model-A Case Study of Supermarket Industry |
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| LIU Zhuo-lin, JIN Yan.The Application of Evaluation on Customer Satisfaction Based on ACSI Model-A Case Study of Supermarket Industry[J].Economic Management,2007(2):42-46. |
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| Authors: | LIU Zhuo-lin JIN Yan |
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| Institution: | Nanjing University of Science and Technology, Jiangsu, Nanjing, 210094,China |
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| Abstract: | With the retail market opening and many foreign large-scale supermarkets entering,the domestic supermarket industry will be facing more and more keen competition.The research indicated that the customer satisfaction affects enterpdse's operational performance to a great extent,and the evaluation of customer satisfaction as the important standard which measures the performance of the enterprises. Based on the model of American Customer Satisfaction Index,the paper analyzed the customer satisfaction and the evaluation of customer satisfaction,taking the supermarket industry as the research object,then pointed out the importance of the evaluation of customer satisfaction. |
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| Keywords: | customer satisfaction supermarket evaluation |
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