资源描述：
《如何进行顾客满意度的测量和监控》由会员上传分享，免费在线阅读，更多相关内容在行业资料-天天文库。
1、t矛活考硫翻t2il与沁试认kf苍Nowtoevaluateandcontrolcustomerssatisfactory觑llc'9R},59@露fZEN量91A赛宝认证中心(510610)王兴彦(硕士)CEPREI(5f06f0)WangXingyan(mastthecustomerissatisfiedisusuallyofAbstract:Customersatisfactoryisthecorefectedthecustomer'seconomicstatus摘要顾客满惫是GB/T19001-2000质量管理contentofGBIT19001-2000.Throughtheanal
2、ysis体系的核心内容，通过对顾客满意特点和必要性ofthecustomersatisfactoryfeatumandnecessityculture,needs,expectations,motive,thisarticlehassuggestedsomemethodsforthe的分析，提出了顾客满意度测t和监控的几种方evenhischaracter,personality,moodevaluationandmonitorofcustomersatisfactory法.并对如何利用测二和监控的结果进行了较为aswellashowtoevaluateandmonitoretc.Thesca
3、ccountsfortheflexibility详尽的描述Na少wards:customersatisfactorycustomersatisfactorydegreeevaluationandmonitorofcustomerssatisfactory关盛词，顾客满惫顾客满意度测量和监控Wesaythecustomercomprehensivesatisfactory,becausethecustomeral-一顾容满愈的特点I.Thefeatureofcustomerwaysputforwardthecomprehensivea/119001:2000质量管理休系基础和术语部satisfa
4、ctorycommentsuponanorganization's分对顾客满仓的定义是二顾客对其要求已被满足Thedefinitionofthecustomersat-productandservicesFirstly,customer的程度的感受’_’满意是一个心理学术语，是指isfactoryinthebasicandtechnicalsatisfactoryreferstothequalityfea-人的种肯定性的心理状态termsofGR/r19001-2000is"Thecus-lureofaproductandservice.Any顾客满意与否是一种心理评价的过程，这种过tomer
5、s'feelingforhisneedsmet".wrongarisinginthepartofqualityfea-程具有客观性、主观日、多变性和全面性顾客满意的客观性是指顾客接受产品和服务之Actually,satisfactoryisjustamentallureorserviceswillcausetheunsatis-后.又寸提供产品和服务的组织是否满意这种感受是term,referringaperson'spositivecon-factoryofthecustomer.Secondly,cus-种客观存在，不论组织是否对此加以关注，是否firmattitude.tomersati
6、sfactoryalwaysconcernthe去进行调六顾客的评价总是客观存在的。Whetheracustomerissatisfiedisorganizationitself.Thepersonality,顾客满意的主观性是指顾客满意与否是受自身infactamentalfeelingprocess.Thisfigureimage,management,socialre-的各种卞观因素影响的.顾客是否满怠以及满意程processisobjective,subjective,flex-sponsibilityittakes,evenitsstaff度、取决于他们的经济地位、文化背景、需求和期
7、ibleandtotally.situation,politicalattitudeofthetopT以及评价动机、甚至受地方性的好恶、性格、情绍等1卜理性因素的影响也」是这此原因决定r顾Wesaycustomerssatisfactoryismanagementwillaffectdirectlyorin-客满意的多变性objective,becauseitisreallyaobjec-dire
