生活服务业O2O模式顾客满意研究  

A Study on Customer Satisfaction of O2O Pattern in Life Service Industry

作　　者：屈冠银[1] 

机构地区：[1]北京劳动保障职业学院,北京100029

出　　处：《北京劳动保障职业学院学报》2014年第2期35-37,41,共4页Journal of Beijing Vocational College Of Labour And Social Security

摘　　要：O2O是继B2B、B2C和C2C之后新兴的一种电子商务模式,它为生活服务业带来新的发展机遇。顾客满意决定生活服务业O2O模式的成败。顾客满意管理中,改变思维方式是起点,提升顾客让渡价值是根本,管理顾客期望值是关键。O2O is a rising pattern of Electronic Commerce after B2B, B2C and C2C, it brings life service industry a new development opportunity. Customer satisfaction determines the success or failure of O2O pattern in life service industry. In the management of customer satisfaction, changing the ways of thinking is its starting point, raising customer delivered value is its root and controlling customer expectations is its key.

关 键 词：生活服务业 O2O模式 顾客满意 顾客让渡价值 

分 类 号：F724.6[经济管理—产业经济]