摘要
设计满意基准是顾客满意评测体系中的重要环节。本文以顾客价值理论为依据,探讨顾客满意与顾客价值的关系,并针对现行满意评测结果失效问题,提出了基于顾客价值维度的满意评测基准设计方法,最后以银行互动渠道的顾客价值维度建模,维度重要差异分类及基准设计实例,说明了该新方法主要实施过程。
The design of the satisfaction benchmark is one of the important processes in customer satisfaction measurement system? Based on the theory of customers' value,this paper analyzes the relationship between customers' value and customer satisfaction, and proposes the method of desiging the evaluating benchmark of custmer satisfaction based on the customers' value dimensions. Finall the case of designing the evaluating benchmark of customer satisfaction for the bank's interacting channel with this new method is given.
出处
《商业经济与管理》
CSSCI
北大核心
2005年第7期29-34,79,共7页
Journal of Business Economics
基金
国家自然科学基金项目(70471036)
关键词
顾客价值维度
满意评测基准
银行互动渠道
customers' value dimensions
evaluating benchmark of customer satisfaction
bank's interacting channel
