用户满意度理论发展与应用研究
Development and Application of Customer Satisfaction Theory
介绍用户满意度的含义,认为用户满意度已由一个生活概念演变为一个科学概念。虽然理论界对用户满意度的概念有多种诠释,但其所描述的始终都是人的一种心理体验。论述用户满意度的基本构成及其影响因素,从多个角度全面阐述用户满意度理论在国内外的发展与应用情况,指出用户满意度发展与应用中存在的问题。
This paper analyzes the meaning, composition and influential factors of customer satisfaction in the new environment. Then it expatiates on the domestic and international research status of the customer satisfaction theory. At last, existing problems of the development and application of the customer satisfaction are discussed in order to have more people interested in this issue and to speed up the theoretical development of customer satisfaction
用户满意度 / 研究概况 / 现状分析 / 消费水平 {{custom_keyword}} /
customer satisfaction / studying overview / current situation analysis / consumption level {{custom_keyword}} /
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