一、顾客满意度研究现状1.涵义顾客满意是顾客的一种心理感受状态,是指一个顾客通过对一个产品的可感知的效果(或结果)与他的期望值相比较后所形成的感觉状态;而顾客满意度则是对顾客满意状态的定量表达。通过对比,顾客会形成三种感觉:如果可感知效果低于期望,顾客就会不满意; First, the current status of customer satisfaction research 1. Customer Satisfaction is a psychological state of the customer, refers to a customer through the perceived effect of a product (or result) with his expectations after the formation of the feeling of state ; And customer satisfaction is the quantitative expression of customer satisfaction status. By contrast, the customer experiences three feelings: the customer is dissatisfied if the perceived effect is lower than desired;