从顾客心理学角度论如何提高顾客满意度.doc

长沙民政职业技术学院 毕业实践报告 题目：从顾客心理学角度论如何提高满意顾客度 毕业论文 毕业设计 毕业专题 类型： 指导老师：_____ _刘 玉 丹_____覃蔚__ ______ 系 别：______ 应用外语系__________ _____ 班 级：______ 商英0833班_________ _____ 学 号：0827023303_ _0827023314 0827023320 姓 名：廖艳霞 何丹 吴雨晴 2011年 3月 16日 摘要：从20世纪70年代开始,国外学者就开始了对顾客满意的研究。顾客满意度既是顾客本人再购买的基础,也是影响其他顾客购买的要素。对于企业来说,使顾客满意,是企业赢得顾客、占领和扩大市场、提高效益的关键。from the 1970s , the overseas scholar started to research the customer degree of satisfaction . The customer degree of satisfaction is not only the foundation which customer purchases again, also affects the essential factor which other customers purchase .The key of the enterprise is to makes the customer to be pleased, win customers, seizes and expands the market, to raise the benefit. From the customer psychologys angle, analyzes with customers viewpoint considered that customers demand, maintains the customer as far as possible the benefit, lets the customer satisfy diligently has become the enterprise foothold the market magic weapon, the pursue high customer degree of satisfaction has become enterprises one kind of operation objectives. Here, we through understood that the customer psychology enhances the customer degree of satisfaction, from the product, the service, enterprises customer culture three aspects analyzed has affected the customer satisfactory factor, and discussed from the customer psychology angle analyzes enhanced the customer degree of satisfaction the strategy method. 朗读显示对应的拉丁字符的拼音关键词：顾客；顾客心理；顾客满意度 Key words: Customer; Customer psychology; Customer degree of satisfaction 毕业实践报告目录 第一章 案例分析 1.1北京新世纪日航饭店的概况-------------------------------(4) 1.2酒店服务中的顾客投诉及服务改进----------------------(4) 1.3从心理学角度提高顾客的满意度-------------------------(5) 第二章 顾客满意度的概念及与心理学的关系---------------(6) 2.1 顾客满意度的概念-----------------------------------------(6) 2.2顾客满意度与心理学的密切关系------------------------(6) 第三章 影响顾客满意度的因素---------------------------------(6) 3.1产品因素-----------------------------------(7) 3.2