0引言在电力营销服务中,服务的满意与不满意是不完全对应的,没有不满意并不意味着满意。事实上,在近年对客户满意度调查情况的统计中也遇到过这样的尴尬:某些企业虽然客户的不满意率只有5%或以下,而满意率却达不到95%或以上,有的甚至还不及90%。这就表明,客户对我们服务的评判, 0 Introduction In the power marketing services, service satisfaction and dissatisfaction are not completely corresponding, no dissatisfaction does not mean satisfaction. In fact, in recent years the survey of customer satisfaction has also encountered such an embarrassment: some companies, although the customer’s dissatisfaction rate of only 5% or less, while the satisfaction rate is less than 95% or more, there are Even less than 90%. This shows that the customer’s judgment of our service,