| 基于顾客满意度分析的我国物业服务企业发展研究 |
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| 引用本文： | 程鸿群,余红伟.基于顾客满意度分析的我国物业服务企业发展研究[J].技术经济,2009,28(1):122-124. |
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| 作者姓名： | 程鸿群 余红伟 |
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| 作者单位： | 武汉大学,经济与管理学院,武汉,430072 |
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| 摘 要： | 我国物业服务企业经历了从行政管理向市场化转变的过程,物业管理模式经历了从"行政、福利管理型"向"行政与专业化相结合管理型"过渡,再向"房地产开发商直接管理型"和"社会化、专业化、市场化管理型"发展的过程。本文基于顾客满意度来研究和分析我国物业服务企业各阶段发展的特点和各阶段中顾客满意度与顾客忠诚度之间的关系。
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| 关 键 词： | 顾客满意度 顾客忠诚度 物业服务 物业服务企业 |
Study on Development of Property Service Enterprise in China Based on Customer Satisfaction Analysis |
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| Cheng Hongqun,Yu Hongwei.Study on Development of Property Service Enterprise in China Based on Customer Satisfaction Analysis[J].Technology Economics,2009,28(1):122-124. |
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| Authors: | Cheng Hongqun Yu Hongwei |
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| Institution: | School of Economics and Management;Wuhan University;Wuhan 430072;China |
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| Abstract: | The operation system of Chinese property service enterprises has transformed from administration to marketization.And the pattern of property management have also accomplished the following process of transformation:from the administration and welfare management to the management combining administration and specialization,and then to the management of real estate developer directly administrating and the management with socialization,specialization and marketization.Based on the theory of customer satisfac... |
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| Keywords: | customer satisfaction customer loyalty property service property service enterprise |
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