摘要
在商业竞争日趋激烈条件下,服务问题已经成为超市经营成败的关键。通过市场调查,结合服务差距模型,对超市服务存在的主要问题以及产生的根源进行了分析。从提高顾客满意度、引导顾客建立合理期望、制定服务标准、对超市合理定位等方面提出改善超市服务的对策建议。
Under an increasingly competitive business condition, the service has become the key to the success or failure of the supermarket business. Through market research, based on the gap model of service, the paper analyses the main problems and their causes and proposes some countermeasures in terms of improving customer satisfaction, guiding the establishment of the reasonable expectations of customers, setting up service standards, orienting a reasonable position of the supermarket, and so on , to improve the Service of the supermarkets.
出处
《山东财政学院学报》
2009年第2期77-81,共5页
Journal of Shandong Finance Institute
关键词
超市
服务差距模型
顾客满意
Supermarket
Service Gap Model
Customer Satisfaction
