摘要
成功企业在90年代创造了顾客满意（CS）的理论与方法。今天的顾客对他们能买的商品和服务有着越来越多的选择余地。公司必须以顾客为中心，管理自己的价值、质量和服务。
Successful companies have established the theory and method of Customer Satis-faction (CS) in the 1990s.Today's customers are facing a growing range of choices in productsand service they can buy.To build Customer Satisfaction, companies are required to managetheir value, quality and service on the basis of customer-oriented principle.
出处
《工业工程与管理》
1998年第2期39-42,共4页
Industrial Engineering and Management
关键词
顾客满意
价值链
全面质量营销
商业企业
Customer Satisfaction value chain value-delivery system total quality marketing frequency marketing club marketing
