FORNELL教授典的顾客满意度论文1.docVIP

           o 0 n3  TOTAL QUALITY MANAGEMENT, VOL. 11, NO. 7, 2000, S869-S882 Foundations of the American Customer Satisfaction Index EUGENE W. ANDERSON CLAES FORNELL National Quality Research Center, University of Michigan Business School, Ann Arbor, MI 48109-1234, USA ABSTRACT How do we know if an economy is performing well? How do we know if a company is performing well? The fact is that we have serious difficulty answering these questions today. The economy—for nations and for corporations—has changed much more than our theories and measurements. The development of national c