摘要
在批判地继承传统顾客满意理论的基础上,借鉴赫茨伯格激励-保健理论,结合企业实践,提出了基于激励-保健理论的顾客满意理论,并从服务关系新定位、服务系统的层面剖析等方面提出了基于激励-保健理论的顾客满意服务系统设计的原则与方法。
Based on the animadversion and inheritance of traditional customer satisfactory theory, using Motive - hygiene Theory for reference, combined with the enterprises' practice, we put forward Customer Satisfactory Theory based on Motive - hygiene Theory, and discussed the principles and methods of new service system from analyzing new orientation of service relations and lays of service system on the basis of this new theory.
出处
《科研管理》
CSSCI
北大核心
2005年第2期152-157,共6页
Science Research Management
