“三因素”理论在客户满意度研究中的探析

随着市场竞争日益加剧,企业获得和保有客户的能力经受着不断的市场冲击,企业获得一个新客户所需的费用大大超过保持一个老客户所需费用,这使得企业界越来越重视客户满意、以及产品和服务的客户满意研究。利用著名的双因素理论提出三因素满意研究模型,并以电信ISP提供的上网账号服务为例进行分析,为企业和市场研究人员提供了更新的客户满意度研究的视角。

Three-factors Theory in Customer Satisfaction Research

With the intense market competition nowadys many enterprises pay great attention to customer satisfaction as they realize that it would cost much more to keep old customer than to obtain new customer. A new three-factors satisfaction research model proposed based on the famous two-factors theory offers a new viewpoint to customer satisfaction research by analyzing telecommunication net work surfing account number service that ISP offers.