论文部分内容阅读
西方管理学家经过研究发现,遵守承诺是企业获得顾客满意的最重要的单项指标之一。遵守承诺就是属于顾客的一种隐含要求,顾客虽然不一定会明示,但是对这一顾客隐含要求,如果没有得到满足,即企业在对外宣传中,对顾客许下的承诺后来没有兑现,在顾客感受中,就会马上觉得满意程度下降。遵守承诺就是通过科学的控制、约束和降低顾客的期望值,来达到增强顾客满意目的的一种重要手段。
Western management scientists have found through research that keeping promises is one of the most important single indicators of an enterprise’s satisfaction with customers. Abiding by the promise is an implied requirement of the customer. Although the customer may not necessarily express it, the customer implies that if the customer is not satisfied, the promise promised by the customer in the foreign propaganda will not be honored later, In the customer experience, it will immediately feel the degree of satisfaction dropped. To abide by the promise is to achieve the purpose of enhancing customer satisfaction through scientific control, restraint and reduce customer expectations.