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在商品经济社会,顾客的社会地位变得越来越重要,顾客这一概念也已由原来单纯的买方变为泛指所有物质产品、精神产品及服务的购买者和消费者。如工业企业的用户、酒店旅馆的客人、影剧院的观众、报刊杂志的读者等,他们都是顾客。另外,顾客除了指个人消费者外,还应包括社团组织用户,例如,一个锅炉或水塔的用户是一个单位,而不是某个个人。顾客涵义的延伸,说明人们已认识到顾客是企业组织赖以生存和发展的基础。顾客是与企业组织有着直接利益关系的公众,是市场的具体服务对象。企业组织之间的竞争,说到底,就是竞争顾客。谁把握
In the commodity economy society, the social status of the customer becomes more and more important. The concept of the customer has also changed from the original pure buyer to the buyer and consumer of all material products, spiritual products and services. For example, users of industrial enterprises, guests of hotel hotels, audiences of theaters, readers of newspapers, magazines, etc. are all customers. In addition, in addition to individual consumers, customers should also include users of community organizations. For example, the user of a boiler or water tower is a unit, not an individual. The extension of customer’s meaning shows that people have realized that the customer is the foundation for the survival and development of the enterprise organization. The customer is the public who has a direct interest relationship with the business organization and is the specific service target of the market. In the final analysis, the competition among enterprise organizations is to compete for customers. Who grasps