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作为中国第一部探讨顾客期望、顾客满意度和忠诚度之间关系的管理类小说,《谷底的阳光》将背景设在中国经济从粗放型向精细型转变的过程中,讲述了一个家族企业从传统的单纯以利润为导向的商业模式向以服务为导向转型的过程。
As the first Chinese management novel to explore the relationship between customer expectations, customer satisfaction and loyalty, “Sunshine at the Bottom of the Bottom” sets the backdrop for the transition from extensive to refined economy in China and tells of a family business From the traditional simple profit-oriented business model to service-oriented transformation process.