【摘要】 随着市场竞争的日趋加剧和顾客争夺成本的提高,顾客满意管理已经引起关系营销理论界与实践界的广泛关注。基于国外顾客满意理论的最新研究进展,分析顾客满意的形成机理模型及其主要观点,探讨顾客满意理论研究的发展态势。更多还原

【Abstract】 With the ever increasing competence, customer satisfaction management has become a focus for the manages and scholars in the field of relationship marketing. Base on the up-to-date theory, the article make an analysis on the forming mechanism of customer satisfaction and give a further discussion on the trend of such theory.更多还原