毕业论文大型超市影响顾客满意度的因素分析及其对策研究.doc

ZHEJIANG SHUREN UNIVERSITY 《学科前沿文献读写议》课程作业 学生姓名： 邵群超 学 号： 201001013311 专 业： 工商管理 班 级： 103班 浙江树人大学管理学院 2013年11月 毕业论文题目：大型超市影响顾客满意度的因素分析及其对策研究 英文文献原文： 《Marketing Customer Satisfaction》 Customer satisfaction strategy’s main idea is: the guideline is that the whole operational activities of supermarkets are for customer satisfaction, in customers’ view to analyze consumption demand. By satisfying customers’ need to realize supermarkets’ operational aim. The fundamental purpose of supermarkets’ customer satisfaction is to cultivate customers’ trust on supermarkets, to enhance customers’ satisfaction for the whole supermarkets’ operational activities. In order to do this, we must know the new marketing strategy’s content, and carry it out seriously. Its implementary points can be summarized as the following main aspects: (1) Shaping quot; customer firstquot; business philosophy. The operational philosophy of quot;customer firstquot; is the most fundamental motivation for serving customers, meanwhile, it also conducts making decisions, connecting all the departments of supermarkets to strive for the customer satisfaction. This operational philosophy is not only emphasized in senior management, more important is to embed it into everyone’s heart, and help personnel understand the importance of this philosophy. From its basic meaning, the operational philosophy of quot;customer firstquot; has three gradations: customer is the highest, the customer is always right, everything for the customer. Customer is the highest. Customers are the external public who has direct relation with the supermarket’s future and destiny. To some extent, the market is the customer, lost public is the same as losing the market. The fate of one supermarket without market can not be well imagined. Therefore, the essence of the market-oriented is the customer-oriented, in the specific concept, customer is the highest. This idea requires that supermarkets should put