摘要
以瑞典国家顾客满意度调查为基础 ,研究了顾客满意度与利润之间的关联性和关联程度 ,探讨了感知质量、市场预期和价格对于顾客满意度的影响、顾客满意度对于利润的影响 ,以及顾客满意度与市场份额之间的关系。对上述影响变量之间的关系提出了 5个假设 ,利用瑞典国家顾客满意度指数 (SCSB) ,建立假设检验模型 ,对假设进行验证 ,得出相应结论。
Based on the survey of swedish customer satisfaction barometer(SCSB), the link and strength of the link between customer satisfaction and economic returns were investigated How the perceived quality, expectation, and price should affect customer satisfaction and why customer satisfaction, in turn, should affect profitability were discussed. Why increasing customer satisfaction actually might lead to lower customer satisfacton was demonstrate. this result as a set of hypotheses was tested using SCSB.
出处
《管理学报》
2005年第1期115-122,共8页
Chinese Journal of Management
