建立中国顾客满意指数若干问题的研究  被引量：26

Research on Problems in Establishing Chinese Customer Satisfaction Index</em> <p class='article-op'> <span id="bdshare" class="bdshare_t bds_tools get-codes-bdshare baidufx"><span><span class="bds_more" style="display: block; width: 62px; height: 29px; background: url(/images/share.gif) no-repeat!important; padding: 0;"></span></span></span> </p> <p class="article-source"> <a href ='/article/read.aspx?id=6390119' class='btnTitle btnIsView' target='_blank'><img alt='在线阅读' src='/images/btn-read.png'/></a><a class='btnTitle btnIsView' href="javascript:showdown('RvcQlHisvEMCYEvX7U9ipTgqkbaEaJHrrvBlepzLeqI=')"><img alt="下载全文" src="/images/btn-down.png" /></a> <input id="hiddowninfo" type="hidden" value="RvcQlHisvEMCYEvX7U9ipTgqkbaEaJHrrvBlepzLeqI="/> </p> <div class="collect" style="display: none"> <h5>我的收藏</h5> <div class="cnt"> <p> 名 称：<input type="text" name="collTitle" id="collSumTitle" /> </p> <p> 注 释：<input type="text" name="collRemark" id="collSumRemark" /> </p> <p style="text-align: center;"> <a href="javascript:void(0)" onclick="g_collectSumOk();"> <img width="65" height="17" src="/images_new/collect_ok.png" alt="完成" /></a> <a href="javascript:void(0)" onclick="g_collectSumCancel();"> <img width="65" height="17" src="/images_new/collect_no.png" alt="取消" /></a> </p> </div> </div> </div> <form name="wxTransfer" method="post"> <input type="hidden" name="lid" value="" /> <input type="hidden" name="sip" value="" /> <input type="hidden" name="date" value="" /> <input type="hidden" name="co" value="" /> <input type="hidden" name="Title_C" value="" /> <input type="hidden" name="Writers" value="" /> <input type="hidden" name="Name_C" value="" /> <input type="hidden" name="Num" value="" /> <input type="hidden" name="Years" value="" /> <input type="hidden" name="Volumn" value="" /> <input type="hidden" name="GCH" value="" /> <input type="hidden" name="Vol" value="" /> <input type="hidden" name="BookID" value="" /> <input type="hidden" name="SubjectNum" value="" /> <input type="hidden" name="SpecialNum" value="" /> <input type="hidden" name="mirrorName" value="" /> <input type="hidden" name="UserID" value="" /> <input type="hidden" name="UserName" value="" /> <input type="hidden" name="sourceID" value="" /> </form> <script type="text/javascript" src="/scripts/transfer.min.js"></script> <div class="article-detail"> <p class='author'><strong>作　　者：</strong><a href='/writer/article.aspx?id=100000000261367' target='_blank' ><b class='type_ico_id'></b></a><a href='/zk/search.aspx?key=A%3d%5b%e5%bc%a0%e6%96%b0%e5%ae%89%5d' title='张新安[1]'>张新安[1]</a> <a href='/writer/article.aspx?id=100000008642611' target='_blank' ><b class='type_ico_id'></b></a><a href='/zk/search.aspx?key=A%3d%5b%e7%94%b0%e6%be%8e%5d' title='田澎[1]'>田澎[1]</a> <a href='/writer/article.aspx?id=100000010965378' target='_blank' ><b class='type_ico_id'></b></a><a href='/zk/search.aspx?key=A%3d%5b%e5%bc%a0%e5%88%97%e5%b9%b3%5d' title='张列平[1]'>张列平[1]</a> <em> </em></p><p class='organ'><strong>机构地区：</strong><a href='/organ/article.aspx?id=15393&subid=&showname=&searchtype=' target='_blank'><b class='type_ico_id'></b></a><a href='/zk/search.aspx?key=S%3d%e4%b8%8a%e6%b5%b7%e4%ba%a4%e9%80%9a%e5%a4%a7%e5%ad%a6%e5%ae%89%e6%b3%b0%e7%ae%a1%e7%90%86%e5%ad%a6%e9%99%a2' title='[1]上海交通大学安泰管理学院,上海200052'>[1]上海交通大学安泰管理学院,上海200052</a> <em> </em></p><p class='from'><strong>出　　处：</strong><a href='/journal/summary.aspx?gch=90569X' target='_blank'><b class='type_ico_id'></b></a><a href='/zk/search.aspx?key=J%3d%5b%e5%b7%a5%e4%b8%9a%e5%b7%a5%e7%a8%8b%e4%b8%8e%e7%ae%a1%e7%90%86%5d' title='工业工程与管理'>《工业工程与管理》</a>2002年第3期18-22,共5页<em>Industrial Engineering and Management</em></p><p class='fund'><strong>基　　金：</strong>上海市教育局重点学科资助项目;上海技术质量监督局项目"上海顾客满意指数及其测评体系研究</p><p class='abstrack'><strong>摘　　要：</strong>介绍了顾客满意指数(CustomerSatisfactionIndex,CSI)测评的发展历程,并研究了具有代表性的美国顾客满意指数(AmericanCustomerSatisfactionIndex,ACSI);然后,对建立中国顾客满意指数(ChineseCustomerSatisfactionIndex,CCSI)中的若干问题进行了研究;研究指出,CCSI在建立过程中,应该遵循以下4个原则:(1)测评对象具有统一性;(2)测评结果具有可比性;(3)测评结果具有有用性;(4)考虑中国市场中的实际情况。<em><Abstrcat> This paper introduces the development of customer satisfaction index evaluation, and studies the American Customer Satisfaction Index. Researches are made on issues related to the establishment of Chinese Customer Satisfaction Index(CCSI). Four principles must be observed to build CCSI, namely,(1)The objectives must be consistent;(2)The results must be comparable;(3)The results can help companies improve customer satisfaction;(4)The actual condition of market in China should be taken into account.</em></p><p class='subject'><strong>关 键 词：</strong><a href='/zk/search.aspx?key=K%3d%5b%e4%b8%ad%e5%9b%bd%5d' title='中国'>中国</a> <a href='/subject/article.aspx?id=6163513' target='_blank'><b class='type_ico_id'></b></a><a href='/zk/search.aspx?key=K%3d%5b%e9%a1%be%e5%ae%a2%e6%bb%a1%e6%84%8f%e6%8c%87%e6%95%b0%5d' title='顾客满意指数'>顾客满意指数</a> <a href='/zk/search.aspx?key=K%3d%5b%e7%bb%9f%e4%b8%80%e6%80%a7%5d' title='统一性'>统一性</a> <a href='/zk/search.aspx?key=K%3d%5b%e5%8f%af%e6%af%94%e6%80%a7%5d' title='可比性'>可比性</a> <a href='/subject/article.aspx?id=1169340' target='_blank'><b class='type_ico_id'></b></a><a href='/zk/search.aspx?key=K%3d%5b%e6%9c%89%e7%94%a8%e6%80%a7%5d' title='有用性'>有用性</a> <a href='/zk/search.aspx?key=K%3d%5b%e7%be%8e%e5%9b%bd%5d' title='美国'>美国</a> <a href='/subject/article.aspx?id=8901813' target='_blank'><b class='type_ico_id'></b></a><a href='/zk/search.aspx?key=K%3d%5b%e6%b5%8b%e8%af%84%5d' title='测评'>测评</a> </p><p class='class'><strong>分 类 号：</strong><a href='/zk/search.aspx?key=C%3dF713.52' title='F713.52'>F713.52</a>[<a href = '/domain/article.aspx?id=321' >经济管理—市场营销</a>] </p> </div> <div id="content_wzxg" name="wzxg" class="article-graph"> <object width="695" height="250" classid="clsid:D27CDB6E-AE6D-11cf-96B8-444553540000" id="FlashID"> <param value="../flash/relation.swf" name="movie"> <param value="high" name="quality"> <param value="opaque" name="wmode"> <param value="6.0.65.0" name="swfversion"> <param value="dataUrl=/ajax/articlerelativegraph.ashx?id=6390119" name="flashVars"> <embed width="695" height="250" src="../flash/relation.swf" type="application/x-shockwave-flash" quality="high" wmode="opaque" 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