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“顾客满意”的真正含义“满意”是一种感觉状态下的水平,怎样才是满意?怎样才是“不满意”呢?满意与否首先取决于一个人的价值观。美国营销学会手册中,对顾客满意的定义是:满意=期望—结果换句话说,顾客满意不是企业拿着自己的产品(服务)去询问顾客“我准备为你提供怎样的服务”或者是对于“我已经为你提供的这些服务”你是否满
“Customer Satisfaction ” The true meaning “Satisfaction ” is a level under the state of feeling, what is satisfaction? What is “dissatisfaction ”? Satisfaction or not depends on a person's values first. In the American Marketing Institute Handbook, customer satisfaction is defined as: Satisfaction = Expectation - Results In other words, customer satisfaction is not about the business holding the product (service) to ask the customer, “What kind of service are you going to provide to you?” Or Is for “I have provided you with these services ” Are you full