外文文献翻译——测量管理客户满意.doc
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外文文献翻译——测量管理客户满意,定义顾客满意度因为顾客满意度的概念对于许多公司是新的，因此重要的是要明确这一词意味着什么。顾客满意是顾客的期望得到满足或产品、服务超过应有的程度时对企业感知的精神状态。实现顾客满意会导致公司的忠诚和产品再购买。这个定义有一些重要的影响：因为顾客满意是一种主观的，非量化的状态，测量将不准确，将需要采样和统计分析。顾客满意...
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定义顾客满意度
因为顾客满意度的概念对于许多公司是新的，因此重要的是要明确这一词意味着什么。顾客满意是顾客的期望得到满足或产品、服务超过应有的程度时对企业感知的精神状态。实现顾客满意会导致公司的忠诚和产品再购买。这个定义有一些重要的影响：因为顾客满意是一种主观的，非量化的状态，测量将不准确，将需要采样和统计分析。顾客满意度的测量必须在了解了顾客的期望和属性表现之间的差距之后进行。 顾客满意度的测量和底线结果之间必定有相关的联系。“满意”，本身就与顾客有着千丝万缕的联系。例如，它可以指任何或所有下列例子：
某一特定产品或服务质量的满意度;与正在进行的业务关系的满意度;产品或服务的价格性能比的 满意度; 产品/服务的满意度，因为达到或超过客户的期望.根据企业的性质和与客户的具体关系，每个行业都可以添加到这个列表。客户满意度的测量变量会有所不同
Defining customer satisfaction
Because the concept of customer satisfaction is new to many companies, it's important to be clear on exactly what's meant by the term. Customer satisfaction is the state of mind that customers have about a company when their expectations have been met or exceeded over the lifetime of the product or service. The achievement of customer satisfaction leads to company loyalty and product repurchase. There are some important implications of this definition: Because customer satisfaction is a subjective, nonquantitative state, measurement won't be exact and will require sampling and statistical analysis. Customer satisfaction measurement must be undertaken with an understanding of the gap between customer expectations and attribute performance perceptions. There should be some connection between customer satisfaction measurement and bottom-line results. "Satisfaction" itself can refer to a number of different facts of the relationship with a customer. For example, it can refer to any or all of the following: Satisfaction with the quality of a particular product or service Satisfaction with an ongoing business relationship
因为顾客满意度的概念对于许多公司是新的，因此重要的是要明确这一词意味着什么。顾客满意是顾客的期望得到满足或产品、服务超过应有的程度时对企业感知的精神状态。实现顾客满意会导致公司的忠诚和产品再购买。这个定义有一些重要的影响：因为顾客满意是一种主观的，非量化的状态，测量将不准确，将需要采样和统计分析。顾客满意度的测量必须在了解了顾客的期望和属性表现之间的差距之后进行。 顾客满意度的测量和底线结果之间必定有相关的联系。“满意”，本身就与顾客有着千丝万缕的联系。例如，它可以指任何或所有下列例子：
某一特定产品或服务质量的满意度;与正在进行的业务关系的满意度;产品或服务的价格性能比的 满意度; 产品/服务的满意度，因为达到或超过客户的期望.根据企业的性质和与客户的具体关系，每个行业都可以添加到这个列表。客户满意度的测量变量会有所不同
Defining customer satisfaction
Because the concept of customer satisfaction is new to many companies, it's important to be clear on exactly what's meant by the term. Customer satisfaction is the state of mind that customers have about a company when their expectations have been met or exceeded over the lifetime of the product or service. The achievement of customer satisfaction leads to company loyalty and product repurchase. There are some important implications of this definition: Because customer satisfaction is a subjective, nonquantitative state, measurement won't be exact and will require sampling and statistical analysis. Customer satisfaction measurement must be undertaken with an understanding of the gap between customer expectations and attribute performance perceptions. There should be some connection between customer satisfaction measurement and bottom-line results. "Satisfaction" itself can refer to a number of different facts of the relationship with a customer. For example, it can refer to any or all of the following: Satisfaction with the quality of a particular product or service Satisfaction with an ongoing business relationship
