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毫无疑问,在激烈的市场竞争中,关注客户需求、确保客户满意度是企业利于不败之地的不二法门。如何才能通过科学、有效的方法来准确获知客户反应,提升为客户服务的质量,为企业培养一批“满意指数较高”的忠实客户?杨文恺博士从服务质量的一般性特征出发,通过服务质量差距的计算模型,提出了构建一个完整的服务质量管理体系的科学方法。相信我们的企业家读者一定能从中受益。
There is no doubt that in the fierce competition in the market, focus on customer needs and ensure customer satisfaction is the best way for the company to be invincible. How can we know the customer’s response accurately and scientifically and effectively, improve the quality of customer service and train a batch of loyal customers with high satisfaction index? Dr. Yang Wenkai, starting from the general characteristics of service quality, Service quality gap model, put forward a scientific method of building a complete quality of service management system. I believe our entrepreneur readers will certainly benefit from it.