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本文定义了顾客满意概念,并通过顾客满意价值概念,指出如何确定顾客满意目标,及应遵循的测评准则并就测评涉及的具体方法加以说明。
This paper defines the concept of customer satisfaction and points out the target of customer satisfaction through the concept of customer satisfaction value and the evaluation criteria that should be followed and the specific methods involved in the evaluation.