| 企业服务利润链中的顾客满意度提升策略 |
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| 引用本文： | 张雪晶,李华敏. 企业服务利润链中的顾客满意度提升策略[J]. 浙江工商职业技术学院学报, 2006, 5(4): 8-10 |
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| 作者姓名： | 张雪晶 李华敏 |
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| 作者单位： | 浙江大学宁波理工学院,管理分院,浙江,宁波,315100 |
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| 摘 要： | 本文以提升顾客满意度为研究目标，以服务质量、员工满意度、顾客忠诚度、企业获利能力为主线，提出了提升员工满意度、提升顾客的个性化服务、建立优秀的企业文化、完善服务补救措施等四个策略，并相应提出了具体措施。
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| 关 键 词： | 服务利润链 顾客满意度 提升策略 |
| 文章编号： | 1671-9565（2006）04-0008-03 |
| 收稿时间： | 2006-08-24 |
| 修稿时间： | 2006-08-24 |
A Study of Strategies of Enhancing Customer Satisfaction in Enterprises'''' Service Profit Chain |
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| ZHANG Xue-jing,LI Hua-min. A Study of Strategies of Enhancing Customer Satisfaction in Enterprises'''' Service Profit Chain[J]. Journal of Zhejiang Business Technology Institute, 2006, 5(4): 8-10 |
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| Authors: | ZHANG Xue-jing LI Hua-min |
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| Affiliation: | Branch of Management, Ningbo Institute of technology, Zhejiang University, Ningbo 315100, China |
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| Abstract: | Aiming at improving customers' satisfaction, taking interior service quality, employees' satisfaction, customer royalty, enterprise profitability as a masterstroke, this paper points out four strategies such as improving employees' satisfaction, enhancing individuated service, establishing excellent corporation culture and consummating service remediation and there goes the specific measurements. |
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| Keywords: | service profit chain customer Satisfaction enhancing |
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