A Literature Review and Critique on Customer Satisfaction

摘要：

The concept of customer satisfaction has attracted much attention in recent years. Organizations that try to analyze this concept should begin with an understanding of various customer satisfaction models. In this paper, the emphasis is on reviewing the main concepts and models of customer satisfaction.

关键词： Customer satisfaction Definition Macro-models Micro-models

作者: LIU Huiqun ZHAO Xin

作者单位: School of Economics, Tianjin University of Commerce, Tianjin, China, 300134 Department of Economics and Management, Dezhou Vocational and Technological College, Dezhou, China,

会议类型: 国际会议

会议名称: 2009 Summit International Marketing Science and Management Technology Conference(2009 国际市场营销峰会暨管理技术大会)

会议地点: 天津

会议语种:英文

页码: 359-364

在线出版日期: 2009-12-12（万方平台首次上网日期，不代表论文的发表时间）