摘要
O2O是继B2B、B2C和C2C之后新兴的一种电子商务模式,它为生活服务业带来新的发展机遇。顾客满意决定生活服务业O2O模式的成败。顾客满意管理中,改变思维方式是起点,提升顾客让渡价值是根本,管理顾客期望值是关键。
O2O is a rising pattern of Electronic Commerce after B2B, B2C and C2C, it brings life service industry a new development opportunity. Customer satisfaction determines the success or failure of O2O pattern in life service industry. In the management of customer satisfaction, changing the ways of thinking is its starting point, raising customer delivered value is its root and controlling customer expectations is its key.
出处
《北京劳动保障职业学院学报》
2014年第2期35-37,41,共4页
Journal of Beijing Vocational College Of Labour And Social Security
关键词
生活服务业
O2O模式
顾客满意
顾客让渡价值
life service industry
020 pattern
customer satisfaction
customer delivered value
