... 文章编号:1006-4117(2011)02-0026-02 一、理论概念和研究假设 (一)理论概念 顾客满意度(customers satisfaction degree)是指顾客对其 明示的、通常隐含的或必须履行的需求或期望已被满足的程度感 受。
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所谓顾客满意度(customers satisfaction degree)是指顾客对企业产品和服务的满意程度,是一种心理状态和自我体验, 程度越高,企业竞争力越强,市场占有率就越大,企业效益就越好。
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The fundamental ideas of the customers satisfaction degree and its main content.
顾客满意度的基本思想和主要内涵。
So how to make customers satisfy and improve the satisfaction degree, to achieve loyalty customers is the communication operators pursuing.
如何量化顾客的满意程度,并提高顾客的满意程度,获得顾客的忠诚是运营商们日益关注的问题。
To bring improvement projects to improve corporate image as well increase the satisfaction degree of customers (both internal and external).
通过持续改进项目来提升企业形象并提高内外部客户的满意度。
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