作为一种新型的企业文化和管理哲学,顾客满意度理论从其诞生之日起,就在全球工商界得到广泛认可,并得到迅速推广和实施。从2000年开始,我国的一些大中型企业也开始探索实施顾客满意度战略。钢铁行业作为国家的基础行业,在追求企业效益最大化的同时,也开始越来越重视顾客的感受 As a new kind of corporate culture and management philosophy, the theory of customer satisfaction has been widely recognized in the global business community since its birth, and has been rapidly popularized and implemented. Since 2000, some large and medium-sized enterprises in our country have also begun to explore the implementation of customer satisfaction strategy. As the basic industry of the country, the steel industry, while pursuing the maximization of corporate profits, has also begun to pay more and more attention to the customers’ feelings