摘要
本文从分析公用事业管理导入用户满意理念的机制出发 ,探讨了公用事业组织用户满意度、用户忠诚度与组织绩效之间的关系 ,并在此基础上提出了公用事业导入用户满意理念应坚持的 5项原则 :便捷原则、弹性原则、及时跟踪原则、非线性原则。
From the mechanism analysis of customer satisfaction led to public utility, the article discusses the relationship between customer satisfaction,customer loyalty and or- ganizational performance.Furthermore,the five principles:efficient customer response,flexi- bility,immediately tracking,non- linear and integration between compression and discrete- ness,used in customer satisfaction of public utility,are presented.
出处
《外国经济与管理》
CSSCI
北大核心
2000年第3期43-48,共6页
Foreign Economics & Management
