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一、顾客满意经营管理理论 导 言:20世纪90年代以来的世界经济变化和转折,更加促使顾客满意的质量观深入人心。可以说,“顾客满意”是适应于知识经济时代的质量观。
I. Customer Satisfaction Management Theory Introduction: The world economic changes and transition since the 1990s have further promoted the quality concept of customer satisfaction. It can be said that “customer satisfaction” is to adapt to the quality of knowledge-based economy era.