双因素理论在零售企业顾客满意度管理中的应用  

APPLICATION OF TWO-FACTOR THEORY IN THE RETAIL OF THE CUSTOMER SATISFACTIN MANAGEMENT

作　　者：苗志娟[1] 

机构地区：[1]陕西科技大学管理学院,陕西西安710021

出　　处：《陕西科技大学学报（自然科学版）》2010年第4期165-167,共3页Journal of Shaanxi University of Science & Technology

摘　　要：双因素理论将影响顾客满意中的因素分为保健因素和激励因素,对于提升顾客满意度,保健因素是基础和前提,激励因素是关键和决定性的,零售企业可以根据双因素理论对影响顾客购买的因素制定相应的激励措施,从而提升顾客购买的积极性和满意度.The two-factor theory will affect the customer satisfaction into health factors and encouraging factors.For enhancing our customer satisfaction,health is the basis and prerequisite,encouraging factors is the key and decisive.So retailers can be on the basis of two-factor theory,establishing measures with factors of effecting on the consumption of customer,in order to enhance the positive consumption and satisfaction of customer.

关 键 词：双因素理论 顾客满意 零售业 

分 类 号：F713.50[经济管理—市场营销]