| 顾客不满意原因分析及顾客满意程度的测量 |
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| 引用本文： | 孙丽辉. 顾客不满意原因分析及顾客满意程度的测量[J]. 世界标准化与质量管理, 2003, 0(7): 17-19 |
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| 作者姓名： | 孙丽辉 |
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| 作者单位： | 东北师范大学国际工商管理学院,130024 |
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| 摘 要： | 借鉴国外顾客满意理论研究的成果，探讨了顾客不满意的原因，在此基础上进一步说明顾客满意程度的测量，以及如何根据测量结果制定改善措施。
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| 关 键 词： | 企业 供销管理 顾客满意理论 顾客不满意 顾客满意程度 服务差距 顾客流失 |
| 修稿时间： | 2003-05-07 |
The Analysis about Customer Dissatisfaction and the Measurment of Customer Satisfaction Degree |
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| Sun Lihui. The Analysis about Customer Dissatisfaction and the Measurment of Customer Satisfaction Degree[J]. World Standardization & Quality Management, 2003, 0(7): 17-19 |
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| Authors: | Sun Lihui |
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| Abstract: | This article uses the latest theoretical achievement of customer satisfaction in foreign countries for reference, and probes into the reasons of customer dissatisfaction deeply.On this basis, it explains the measurement of customer satisfaction and how to formulate the steps for improvement according to the results of measurement. |
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| Keywords: | customer dissatisfaction service gap measurement of customer satisfaction preferential factors of improvement |
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