附录(外文文献--超市的顾客满意度).docVIP

附 录 Appendix Customer Satisfaction Strategy in Chain Supermarkets ? Customer satisfaction strategy’s main idea is: the guideline is that the whole operational activities of supermarkets are for customer satisfaction, in customers’ view to analyze consumption demand. By satisfying customers’ need to realize supermarkets’ operational aim. The fundamental purpose of supermarkets’ customer satisfaction is to cultivate customers’ trust on supermarkets, to enhance customers’ satisfaction for the whole supermarkets’ operational activities. In order to do this, we must know the new marketing strategy’s content, and carry it out seriously. Its implementary points can be summarized as the following main aspects: (1) Shaping customer first business philosophy. The operational philosophy of customer first is the most fundamental motivation for serving customers, meanwhile, it also conducts making decisions, connecting all the departments of supermarkets to strive for the customer satisfaction. This operational philosophy is not only emphasized in senior management, more important is to embed it into everyone’s heart, and help personnel understand the importance of this philosophy. From its basic meaning, the operational philosophy of customer first has three gradations: customer is the highest, the customer is always right, everything for the customer. Customer is the highest. Customers are the external public who has direct relation with the supermarket’s future and destiny. To some extent, the market is the customer, lost public is the same as losing the market. The fate of one supermarket without market can not be well imagined. Therefore, the essence of the market-oriented is the customer-oriented, in the specific concept, customer is the highest. This idea requires that supermarkets should put customers at the first position of operation and management system, let customers feel the God’s real existence, thus, customers will produce acknowledgment and affiliation men