GB_T19018-2017：质量管理顾客满意企业-消费者电子商务交易指南.pdfVIP

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GB_T19018-2017：质量管理顾客满意企业-消费者电子商务交易指南.pdf

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ICS03.120.10

A00茵昌

中华人民共和国国家标准

GB/T19018一2017八5010008:2013

质量管理顾客满意

企业一消费者电子商务交易指南

Qualitymanagement一Customersatisafction一Guidelinesfor

business一to一consumerelectroniccommercetransactions

2013，IDT)

2017一10一14发布2018一05一01实施

中华人民共和国国家质量监督检验检疫总局发布

中国国家标准化管理委员会

GB/T19018一2017/15010008:2013

前言··················································································································……111

引言··················································································································……W

1范围···············································································································……1

2规范性引用文件···········································································……1

3术语和定义······································································································……1

4指导原则·········································································································……2

4.1总则·········································································································……2

4.2承诺·········································································································……2

4.3组织能力············································································.·……2

4.4人员能力································································································...……2

4.5适宜·········································································································……2

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