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1、毕业论文二O—一年三月六日JournalofConsumerMarketing,2005(7)：96-100MarketingCustomerSatisfactionRHallowellJohnWileyandSons,Inc.Abstract:Customersatisfactionwithacompany'sproductsorservicesisoftenseenasthekeytoacompany'ssuccessandlong-termcompetitiveness.Inthecontextofrelationshipmarketing,customersatisfactioni
2、softenviewedasacentraldeterminantofcustomerretention.However,thefewempiricalinvestigationsinthisareaindicatethatadirectrelationshipbetweentheseconstructsisweakorevennonexistent.Theoverallpurposeofthisarticleistodevelopaconceptualfoundationforinvestigatingthecustomerretentionprocess,withtheuseofthe
3、conceptsofcustomersatisfactionandrelationshipquality.Thearticleinvolvesacriticalexaminationofthesatisfaction-retentionrelationship,andthedevelopmentofamorecomprehensiveviewofthecustomersqualityperception.Keywords:customer；Satisfaction；MarketingFirst,customersatisfactionstrategyistogetamodernenterp
4、risecustomers,"moneyvotes11magicweaponWiththechangingtimes,thegreatabundanceofmaterialwealthofsociety,customersinthemain-一consumerdemandacrossthematerialhasalackoftime,thenumberoftimesthepursuit,thepursuitofqualitytimetotheeightiesofthe20thcenturyenteredtheeraoftheendconsumersentiment.InChina,with
5、rapideconomicdevelopment,wehaverapidlybeyondthephysicalabsenceofthetimes,thepursuitofthenumberoftimesandeventhepursuitofqualityandageofemotionstodaygraduallyintotheconsumerera.Spendingtimeintheemotion,thecompany'ssimilarproductshavealreadyreachedthesametime,homogeneous,withtheenergy,thesameprice,c
6、onsumersarenolongerpursuethequality,functionalityandprice,butthecomfort,convenience,safety,comfort,speed,jumpaction,environmentalprotection,clean,happy,fun,etc.,consumersareincreasinglyconcernedabouttheproductwhetherfortheirownlifeenergy,enrich,comfort,beautyandspiritualquality,andexceedconsumerex
7、pectationsinthepre-sale,sale,after-salesserviceandadvice.Inotherwords,peopletodayarelookingforisa”psychologicalsatisfactionandasenseoffulfillment/1thecommodity,highvalueaddedgoodsandservices,thepursuitofvaluesand
