摘要
用户满意是市场经济环境下企业求得生存与发展的条件。全文综述了国内外对用户满意理论与实践的研究现状，提出了结合我国国情，构建多种水平用户满意度指数以及开展用户满意工程理论与实践系统化研究的框架。
Customer satisfaction is the prerequisite for the survival and development of companies in the market economy environment. In this paper, the theory and practice of customer satisfaction in China and abroad are reviewed. In light of the situation in China, how to construct the customer satisfaction indexes at different levels and how to study systematically the theory and practice of customer satisfaction are proposed.
出处
《工业工程与管理》
1998年第3期40-42,共3页
Industrial Engineering and Management
关键词
用户满意
用户满意工程
用户满意度指数
企业
customer satisfaction customer satisfaction engineering customer satisfaction index
