关于提高企业处理顾客投诉能力的研究.docVIP

关于提高企业处理顾客投诉能力的研究 ——以电子商务为例 [论文摘要] 现阶段，信息时代的今天，越来越多的消费者偏向于网络购物，发展的势头何其迅猛，在当今瞬息万变的信息时代，如何维持和促进电子商务企业的发展，顾客关系的处理显得尤其重要，顾客忠诚度及满意度的提高与转化是能给商家带来巨大的经济利益的，企业在进行网络营销时，就该为顾客的投诉做足准备，随时随地接应来自四面八方的挑战，形成一定的顾客投诉处理模式和流程。 [关键词] 电子商务；顾客投诉；顾客关系；顾客满意度 [Abstract] At this stage, the information age of today, more and more consumers are biased in favor of online shopping, the momentum of rapid development repeat itself in todays rapidly changing information age, how to maintain and promote the development of e-commerce businesses, handling customer relations is especially important improve customer loyalty and satisfaction with the transformation is to give businesses a huge economic benefits, enterprises in network marketing, the respect of the ill-prepared for customer complaints, collusion challenges from all sides at any time, a certain customer complaint handling models and processes. [Key words] E-commerce; Customer complaints; Customer relations; Customer Satisfaction 目 录 引言·································································1 1.相关定义界定·····················································1 1.1顾客投诉与顾客关系·············································1 1.2顾客满意度与顾客忠诚度········································2 2.导致顾客投诉、影响顾客关系的因素分析··························2 2.1企业自身因素····················································2 2.1.1企业产品质量因素·············································2 2.1.2企业产品服务因素·············································3 2.2顾客自身因素····················································3 2.2.1 顾客不满意程度···············································3 2.2.2 顾客投诉的收益和投诉的成本································4 2.3第三方合作伙伴方面因素········································4 3.不满意顾客的投诉行为分析········································5 4.企业处理顾客投诉存在的问题·····································6 4.1顾客投诉无法及时传递··········································6 4.2客服人员沟通互动不到位········································6 4.3信息不对称······················································6 4.4未知原因便推卸责任的现象激化矛盾·······