在概括国外关于顾客满意度测评的一般步骤的基础上，归纳了服务业顾客满意度测评的流程图。
Based on study of the common steps of Customer Satisfaction Measurement by foreign scholars, the author draws a process graph of Customer Satisfaction Measurement.
从KANO模型、MOSTER模型、四分图分析模型到各种顾客满意度指数模型，为顾客满意度测评的成功实施打下基础。
Various models, including KANO model, MOSTER model, four paradigm analysis model and customer satisfaction index model, provide the base for success of customer satisfaction testing.
本文以服务企业顾客满意度的新内涵、服务成本的研究为基础，提出了服务企业合理配置服务资源、有效降低服务成本、提高顾客满意度的途径。
Based on the research on the new implication of the customer satisfaction and the service cost, this paper presents a way to validly reduce the service c...
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