摘要
顾客满意度对企业取得持久竞争优势有着重要作用。本文结合会展业自身特点,在研究美国顾客满意度指数ACSI模型的基础上,引入新的结构变量,提出了会展企业顾客满意度指数测评的模型(Exhibition Enterprise Customer Satisfaction Index,简称EECSI),并在此基础上构建了会展企业顾客满意度测评指标体系,运用模糊综合评价法对所构测评指标体系进行了理论评价,试图为会展企业提高其市场竞争力和取得持久竞争优势提供重要的决策依据。
Customer satisfaction plays an important role in enterprises＇ obtaining sustainable competitive advantages. Based on the model of ACSI, in according with the characteristics of exhibition industry and introducing new structure variables, this paper designs a creative model of ＂Exhibition Enterprise Customer Satisfaction Index （ EECSI ） ＂ and builds up evaluation index system which is constructed and evaluated theoretically by the fuzzy comprehensive method, attempting to provide important decision-making basis on increasing market competitiveness and obtaining lasting competitive advantages for exhibition enterprise.
出处
《北京第二外国语学院学报》
2008年第11期69-73,共5页
Journal of Beijing International Studies University
关键词
会展企业
顾客满意度
测评指标体系
模型
模糊综合评价法
exhibition enterprise
customer satisfaction index
evaluation index system
model
fuzzy comprehensive method
