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随着社会的发展,服务业在三大产业中的比重越来越高,其竞争也越来越激烈。服务业的差异性、无形性、生产与消费的同时性等特点有别于传统产业,决定了在服务业中长远生存的根本,即与顾客建立长期的共赢关系。建立这种关系的基础便是探寻顾客的持续满意。本文在梳理了国内外关于顾客满意度的研究结论的基础上,提出了服务业顾客的持续满意,并分析了顾客的持续满意与顾客忠诚之间的关系,进而初步提出了维持顾客的持续满意的方法。
With the development of society, the proportion of service industry in the three major industries is getting higher and higher, and its competition is getting fiercer and fiercer. The differences, invisibility, simultaneity of production and consumption of service industries are different from those of traditional industries and determine the fundamental long-term survival in the service industry, that is, to establish long-term win-win relationships with customers. The basis for establishing this relationship is to explore the continued satisfaction of customers. Based on the conclusion of the research on customer satisfaction at home and abroad, this paper puts forward the continuous satisfaction of service customers and analyzes the relationship between customer satisfaction and customer loyalty, and then puts forward the measures to maintain customer satisfaction Methods.