摘要
面临企业经营与管理向“以客户为中心”的转移趋势,本文首先对客户满意和客户忠诚的概念做出界定,然后对两者之间的互动关系加以研究,提出了相应的实施建议。
In face of the trend in which enterprise management becomes customer--centered , this article defines the satisfaction of customer and the loyalty of customer , then probes about their interactive relationship, and finally offers some corresponding implement advices.
出处
《中央财经大学学报》
CSSCI
北大核心
2007年第1期76-79,共4页
Journal of Central University of Finance & Economics
关键词
客户关系
满意
忠诚
Customer relationship Satisfaction Loyalty
