我国成品油销售企业顾客满意战略研究

论述了在新形势下，成品油销售企业应实施顾客满意战略，以质量、服务、品牌、信誉等综合手段为着力点，全面整合优化企业内外资源，提高顾客资产经营效率，不断增强人世后我国成品油销售企业的整体竞争力。我国成品油销售企业顾客满意战略可以从横向和纵向两个角度来看，横向由理念满意、行为满意、视听满意、产品满意、服务满意和情感满意等六大系统构成，纵向由物质满意、精神满意和社会满意三个层次组成。

Research on Customer Satisfaction Strategy for China's Finished Oil Distribution Enterprises

The paper discussed the implementation of customer satisfaction (CS) strategy for China' s finished oil distribution enterprises under the new condition, which need making full use of quality, service, brand and credit, etc, completely integrating and optimizing the resources inside and outside of the enterprises, improving the operative efficiency of customer capitals in order to strengthen the whole competitiveness of China' s finished oil distribution enterprises after China' s entry into the WTO. The CS strategy for China' s finished oil distribution enterprises is made up of horizontal and longitudinal aspects, the former including six systems, namely mind satisfaction, behavior satisfaction, vision & ear satisfaction, product satisfaction, service satisfaction and emotion satisfaction, and the latter including three levels of material satisfaction, mental satisfaction and societal satisfaction.