| 构建顾客满意的服务营销战略 |
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| 引用本文： | 张文利.构建顾客满意的服务营销战略[J].广播电视大学学报,2008(2):13-17. |
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| 作者姓名： | 张文利 |
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| 作者单位： | 连云港广播电视大学,江苏连云港,222000 |
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| 摘 要： | 企业的生存和发展离不开顾客。企业只有不断地了解顾客需求、满足顾客需求，做到令顾客满意，才能创造和保持顾客，最终赢得更多的顾客。世界已经进入服务经济时代，如何实施基于顾客满意的服务营销战略，成为现代企业市场竞争的一个重要课题。企业应该从服务战略、服务程序、人员管理和持续改进四个方面来构建顾客满意的服务营销战略。
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| 关 键 词： | 服务营销战略 顾客满意 顾客导向 |
| 文章编号： | 1008-0597(2008)02-0013-05 |
| 修稿时间： | 2008年1月22日 |
Constructing a Service Marketing Strategy Based on Customer Satisfaction |
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| ZHANG Wen-li.Constructing a Service Marketing Strategy Based on Customer Satisfaction[J].Journal of TV University(Philosophy & Social Sciences),2008(2):13-17. |
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| Authors: | ZHANG Wen-li |
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| Institution: | ZHANG Wen-- li(Lianyungang Radio ＆ TV University, Lianyungang Jiangsu China 222000) |
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| Abstract: | The existence and development of the enterprise are inseparable from customers.The only way is continuous to understand customer needs,meet customer needs to achieve customer satisfaction in order to create and maintain customers and ultimately win more customers.The world has entered the era of the service economy,and how to implement service marketing strategies based on customer satisfaction becomes an important topic of modern enterprise in market competition.Enterprises should construct a customer-satisfaction service marketing strategy in the fields of service strategy,service procedures,personnel management and continuous improvement. |
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| Keywords: | Service marketing strategy Customer satisfaction Customer guidance |
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