关于提高企业处理顾客投诉能力的研究.pdfVIP

好学近乎知，力行近乎仁，知耻近乎勇。——《中庸》

关于提高企业处理顾客投诉能力的研究

——以电子商务为例

[论文摘要]现阶段，信息时代的今天，越来越多的消费者偏向于网络购物，发展的势头何其迅

猛，在当今瞬息万变的信息时代，如何维持和促进电子商务企业的发展，顾客关系的处理显得

尤其重要，顾客忠诚度及满意度的提高与转化是能给商家带来巨大的经济利益的，企业在进行

网络营销时，就该为顾客的投诉做足准备，随时随地接应来自四面八方的挑战，形成一定的顾

客投诉处理模式和流程。

[关键词]电子商务；顾客投诉；顾客关系；顾客满意度

[Abstract]Atthisstage,theinformationageoftoday,moreandmoreconsumersare

biasedinfavorofonlineshopping,themomentumofrapiddevelopmentrepeatitselfin

todaysrapidlychanginginformationage,howtomaintainandpromotethedevelopment

ofe-commercebusinesses,handlingcustomerrelationsisespeciallyimportantimprove

customerloyaltyandsatisfactionwiththetransformationistogivebusinessesahuge

economicbenefits,enterprisesinnetworkmarketing,therespectoftheill-preparedfor

customercomplaints,collusionchallengesfromallsidesatanytime,acertaincustomer

complainthandlingmodelsandprocesses.

[Keywords]E-commerce;Customercomplaints;Customerrelations;

CustomerSatisfaction

好学近乎知，力行近乎仁，知耻近乎勇。——《中庸》

目录

引言·································································1

1.相关定义界定·····················································1

1.1顾客投诉与顾客关系·············································1

1.2顾客满意度与顾客忠诚度········································2

2.导致顾客投诉、影响顾客关系的因素分析··························2

2.1企业自身因素····················································2

2.1.1企业产品质量因素·············································2

2.1.2企业产品服务因素·············································3

2.2顾客自身因素····················································3

2.2.1顾客不满意程度···························