摘要
买方市场条件下,顾客是现代企业最重要的稀缺性资源,也是其最重要的战略性资产。企业要赢得和维系顾客、要在市场竞争中获胜,唯一的方式就是想方设法使顾客满意以至于忠诚。文章强调了顾客满意度的重要性,着重论述了顾客满意度的内涵、特征、功能及度量,为加快企业CSD战略实施,推动CS工程建设提供理论支撑。
On the condition of the buyer's market, a customer has been the most important scarce resource as well as the most important strategic asset. For an enterprise, the only way to win customers, keep customers and succeed in the market competition is to try its best to make customers satisfactory and even loyal. This paper stresses the importance of Customer Satisfaction Degree and discusses its definition, features, functions and measurement of Customer Satisfaction Degree in detail so as to lay theoretical foundation for modern enterprises to speed up the strategy implementation of Customer Satisfaction Degree and promote the construction of Customer Satisfaction Project.
出处
《世界标准化与质量管理》
2003年第9期11-14,共4页
World Standardization & Quality Management
关键词
顾客满意度
全面质量管理
企业经营
评价功能
诊断功能
Customer Satisfaction, Customer Satisfaction Degree, features, functions, measurement
