企业竞争力导向的CS运营（国外英文资料）.docVIP

企业竞争力导向的CS经营（国外英文资料） CS is short for Customer Satisfaction, meaning Customer Satisfaction. Since Cardozo introduced the concept of customer satisfaction for the first time in 1965, the study of customer satisfaction has been in place for nearly 40 years. Customer satisfaction has also evolved from a simple business slogan and business goal to a more mature management model. It even be used for the establishment of the macroeconomic indicators: the U.S. government in 1994 launched the ACSI (American customer satisfaction index), through the index to analyze the present situation and trend of development of economy, and our country CSSI (China customer satisfaction index) is currently is under building. It is said that customer satisfaction has been taken seriously by enterprises, residents and the government. Today, as the consumer sovereignty consciousness recovery, business focus to the market and the return of human nature, and the development of the information management technology, customer satisfaction, the unprecedented attention. Customer satisfaction is not only the best way to realize the win-win situation of enterprises and customers, but also the important way for enterprises to build competitive ability and form competitive advantage. The meaning of the CS At present, the theoretical world has a lot of understanding about the concept of CS. Howard and Sheth (1969) argues that satisfaction is the consumer to pay the price and income obtained reasonable evaluation of psychological status, Pfaff (1977) argues that satisfaction is an ideal product portfolio and the actual difference of contrast. And marketing authority Kotler (1995) notes that satisfaction is the level of the state of a persons feeling, it comes from the idea of a product or service performance or output and expectations by comparison. Described, however, no matter how to define, customer satisfaction are always a kind of psychological experience, Kotler further the psychological experienc