| 顾客满意之谜 |
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| 引用本文： | 江永众,苗淼.顾客满意之谜[J].电子科技大学学报(社会科学版),2010,12(3):27-31. |
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| 作者姓名： | 江永众 苗淼 |
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| 作者单位： | 成都理工大学,成都,610059 |
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| 基金项目： | 成都理工大学2009年度研究基金 |
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| 摘 要： | 顾客满意是现代市场营销以及其他管理学科的核心概念。但是迄今为止,国内外学者还没有就顾客满意的定义等达成共识。本文在对顾客满意的定义、形成原因进行理论研究的基础上,分析了顾客满意对企业绩效的作用,最后探讨了顾客满意理论未来的研究方向。
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| 关 键 词： | 顾客满意 顾客满意之谜 企业绩效 作用 |
The Influence of Customer Satisfaction on Organizational Performance |
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| JIANG Yong-zhong,MIAO Miao.The Influence of Customer Satisfaction on Organizational Performance[J].Journal of University of Electronic Science and Technology of China(Social Sciences Edition),2010,12(3):27-31. |
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| Authors: | JIANG Yong-zhong MIAO Miao |
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| Institution: | (Chengdu University of Technology Chengdu 610059 China) |
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| Abstract: | Despite customer satisfaction is one of the core concepts of modern marketing,researchers have not developed consensual definition,formulation mechanism and its influence.Literature review has been done about definition of customer satisfaction and its relationship with performance.Research frameworks are put forward and the future research direction is discussed. |
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| Keywords: | customer satisfaction customer satisfaction puzzle organizational performance influence |
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