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顾客满意度测评模型比较研究 被引量:3

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摘要 由于顾客满意(CS)是一个与顾客感觉有关的主观概念,又受着许多不可控因素的影响,因此,从20世纪80年代以来,顾客满意测评一直是CS领域研究的难点。但是,由于顾客满意在一定程度上影响着企业的效益,它也是营销管理中研究的重点。本文根据顾客满意的理论构成,试图构造了几种测评顾客满意的模型与方法,并对它们作了比较分析,以期对企业的顾客关系管理提供有益支持。
作者 刘满凤
出处 《江苏商论》 北大核心 2005年第11期29-32,共4页 Jiangsu Commercial Forum
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参考文献11

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二级参考文献13

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共引文献81

同被引文献15

引证文献3

二级引证文献34

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