摘要
介绍了顾客满意研究的基本内容 ,分析了顾客满意与顾客心理、顾客满意与顾客忠诚以及顾客忠诚与企业利润之间的关系 ,特别强调 ,企业在实施顾客满意管理时应综合考虑顾客心理、忠诚度、利润。
An introduction is made of the basics of customer satisfaction studies.An analysis is made of the relationships between customer satisfaction and customer mentality,customer satisfaction and customer loyalty,and customer loyalty and business profit.It is particularly stressed that only when an enterprise takes an overall consideration of customer mentality,loyalty,profit,and operating strategies,can it achieve its strategic goals of customer satisfaction management.
出处
《石油工业技术监督》
2003年第1期5-7,共3页
Technology Supervision in Petroleum Industry
关键词
顾客满意
顾客忠诚
顾客心理
利润
企业经营
Customer satisfaction,Customer loyalty,Customer mentality,Profit
