畢業(yè)論文顧客滿意度理論及其應(yīng)用研究

1、目錄目錄…………………………………………………………………………………………….1摘要…………………………………………………………………………………………….2Abstract…………………………………………………………………………………………3緒論.........................................................................4一顧客滿意度...............

2、.................................................4(一)顧客滿意度概述…………………………………………………………………………5(二)產(chǎn)生背景……………………………………………………………………………6(三)級(jí)別劃分……………………………………………………………………………7（四）零售業(yè)顧客滿意度評(píng)價(jià)指標(biāo)確定的原則....................................8

3、二提高顧客滿意度的必要性分析................................................9（一）加入WTO后競(jìng)爭(zhēng)的加劇..................................................9（二）消費(fèi)者消費(fèi)模式的改變.................................................11（三）培育忠誠(chéng)顧客的需要................

4、...................................10（四）適應(yīng)由交易營(yíng)銷向關(guān)系營(yíng)銷轉(zhuǎn)變的需要...................................10三零售業(yè)滿意度分析.........................................................11（一）零售業(yè)顧客滿意度評(píng)價(jià)模式...........................................

5、..11（二）提高零售業(yè)顧客滿意度的途徑...........................................12附：零售業(yè)備戰(zhàn)WTO之對(duì)策....................................................13結(jié)論........................................................................13參考文獻(xiàn)........

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