摘要
在商品日益趋近同质化的今天,企业通过产品质量和技术优势等来赢得竞争已变得越来越困难,因此从顾客方面来入手越来越受到企业的重视。从顾客方面入手,即是让顾客满意,顾客满意主要是通过顾客感知的服务质量来衡量的。而服务的提供者是企业的员工,从而企业要使员工满意。
The commodity is reaching the homogeneity increasingly today.It has become more and more difficult that the enterprises win the competition by the product quality and technical advantage.Therefore,the enterprises pay more attentions to the customers.From the aspect of the customer means keeping the customers satisfied,and the customer satisfaction is mainly measured by the customer perception of service quality.Then,the service provider is the enterprises＇ employees.So the enterprises should make employees satisfactory.
出处
《企业活力》
2011年第10期93-96,共4页
Enterprise Vitality
基金
2011年度国家社科基金项目"民营大企业转型利益相关者的委托代理关系研究"(编号:11BGL049)的阶段性成果
关键词
员工满意度
服务质量
顾客满意度
employee satisfaction
service quality
customer satisfaction
