摘要
市场上的产品大多以“种群”形式存在,产品的客观质量是不断进化的。但顾客满意具有生命周期,当顾客对某类产品永久性不满意时,即使该产品的客观质量再好,其市场生命周期也将结束。产品质量是顾客满意的基础,为使顾客满意产品种群内质量竞争加剧,加快了产品质量进化;而顾客的满意水平又受产品质量进化水平的驱动。产品质量与顾客满意之间存在协同进化关系。
Most of the products exist in 'population', and the product quality evolves continually. There is life cycle with customer satisfaction. When customers are not satisfaction permanently at one kind of product, its life cycle of market will be end, even though the product quality is good enough. Product quality is the base of customer satisfaction. The evolution of product quality is faster because of quality competition, and the level of customer satisfaction is higher because of quality evolution. There is a kind of coevolution relation between product quality and customer satisfaction.
出处
《世界标准化与质量管理》
2005年第5期9-12,共4页
World Standardization & Quality Management
