| 质量与顾客满意模型研究 |
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| 引用本文： | 熊新佳.质量与顾客满意模型研究[J].标准科学,2013(7):6-8. |
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| 作者姓名： | 熊新佳 |
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| 作者单位： | 上海顶迅管理咨询有限公司 |
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| 摘 要： | 本文给出了一种质量与顾客满意之间的模型,从质量与顾客满意的关系研究出发,提出了质量贬值区、质量增值区和质量溢出区的划分原则,并为企业规划永续经营的质量战略提供了决策指南。
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| 关 键 词： | 质量 质量战略 顾客满意 |
Study on Quality and Customer Satisfaction Model |
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| Authors: | XIONG Xin-jia |
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| Affiliation: | XIONG Xin-jia(Shanghai Leanlead Management Consulting Co.,Ltd.Shanghai 200123) |
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| Abstract: | This paper presents a model between quality and customer satisfaction,based on the study of the relationship between quality and customer satisfaction,the principle for dividing the quality into quality devaluation area,quality value-added area and quality overflow area are provided,and a decision-making guidance for the enterprises developing their sustainable quality management strategy was proposed. |
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| Keywords: | quality quality strategy customer satisfaction |
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