顾客满意度提升策略研究.docVIP

题 目: 顾客满意度提升策略研究 院系名称： 专业班级： 学生姓名： 学 号： 指导教师： 教师职称：  摘 要 随着中国市场竞争的日趋白热化，企业间的较量已开始从产品的竞争转向顾客资源的竞争，顾客资源正在逐渐取代产品技术本身，成为企业最为重要的资源。关注顾客、研究顾客、探讨“如何使顾客满意”已经成为现代企业取得竞争优势不可或缺的要素。文 Title strategies to enhance customer satisfaction Abstract With Chinas increasingly heated market competition, enterprises have begun a trial of strength between the competitiveness of the product shift from customer resources, customer resources, is gradually replaced by technology itself, become the most important resources. Attention to customers, customer research to explore the how to make customer satisfaction has become a modern enterprise made an essential element of competitive advantage. Chinas enterprises in the establishment of customer satisfaction, the results are not satisfactory. How to improve customer satisfaction, products and services to establish the image of the customer, and constantly to attract more customers, in order to win more business operators profit is a major issue faced by. The main contents of this paper include: the status quo from the current study, the satisfaction of customer satisfaction and to define, and then in the literature review based on model of customer satisfaction, customer satisfaction and to determine the impact of factors, including customer perceived quality, customer perceived value, customer complained. Impact factors based on the basis of improvement based on customer satisfaction strategy. In this paper, the results of research for the improvement of customer satisfaction is divided into two different strategies, one is not satisfied with the status for customers in, it is necessary to correctly deal with unhappy customers, adhere to the concept of customer first, the establishment of an information platform for customer feedback, satisfaction in customers to maintain good communication and strengthening the role of emotions, the v