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2021 12 No.60 44-50
客户满意度研究综述
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中国石油化工股份有限公司湖北石油分公司经营管理部;

摘要(Abstract):

在经济全球化的过程中,企业寻求将业务扩展到全球各个角落,并满足客户日益增长的各种需求,而信息时代的到来让消费者拥有了比以往更多的选择权。在此背景下,对客户满意度的研究,成为了企业和学界都非常关注的研究热点。从客户满意度的研究现状、指数模型、评测方法、影响客户满意度的关键因素等方面着手,对近年来国内外这一领域的前沿理论和文献进行了梳理和总结,为进一步研究客户满意度理论以及企业实施客户满意度评价提供了参考和依据。

关键词(KeyWords): 客户满意度;消费者;评价体系;客户关系管理
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DOI:

中图分类号:F274

引用信息:

[1]陈静.客户满意度研究综述[J].社会科学动态,2021,No.60(12):44-50.

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