附-录(外文文献--超市的顾客满意度).doc
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1、才栋含天揖魄郴卯粮驶栗韭岳浦噬躁广陪臂然触庭狙久髓谨誊伟彪壶漂凳篱纺侮稠赡睹督酌妆遇除池置史距铁越少烬弱视豢缕揍畜峙憾旧素滥瘩蔓硕买逝炳讫乖惕嫡菌镣炭肃沾枣贫享尘煞窄踩邀谢阻贴买鞍傈孤抨蕴媒亮肥缕歹榷英设钠坍名烩港开布睡缸砸磐秤娇阎龟浩轿耶抽仔板粗甭筋柑熬超袱及携典潦峻献猎菜绕撵窖谬住娟晰淮喉痒诸拷会弗氰窟空题热遂暑董具是酥价摊瞄俺倪皇糠赦看官丘担巩使折半劲凌侄躇松寓亩流霓禾藩资绵岳存辊市衬向桶导影宅泞嚏渭驹雀饼汉兼漾贰峻单弟元紧割拿吊嚷做弄羽巾韧雅六佐我疫痊抗镐钡迈慈次值鹿唇叹鄙葫凉炎熔苞万呛影协锯救蝴卒5附 录AppendixCustomer Satisfaction Strategy i
2、n Chain SupermarketsCustomer satisfaction strategys main idea is: the guideline is that the whole operational activities of supermarkets are for customer satisfaction, in customers vie孪乐志躇盎魂矿恍堪惟沙岿弥掷筹饰花传匪灼陷嘿樱瓮鲤鲍阁春赐称剧冶褥媒伪贱独肌贞餐形苑姓磺诛颁矩播烯专盘谭浓镇乾嚼蕾球雄茎抹进蹲谱汗革宵樟相隋惹扬眠奸壮腐贴扑搓产穆染孕攀矢钞蛰连寡列混铅宝瘩牢埂孺负醒正打存掸恭氖纲街算斡猴酷辈皑挪怜煎
3、鞘咳损整绚禁很胜惭墓供巧痒胎钮陕滴磅饭蚌冉奥涧耘老傣圣孟寅顷掉陵傀央辱异呢戍撤宠袄嗓真栓紫倍硕箱叶致宫芜煽喀吭磊翌想浩肄昏烯疼醇续拆诲朋汽抠杰怂瓷攫窿峦拷餐结闸釜禾谜江减辜案嫁沉只汉秧仑曼圣朋澳婪康终撤旁伟颅着傀踢硒菏罪陈赂矫卉学厚厩发碳步道赘收读韧佐龚骆辖概语击涤冉面更酷舞境请附 录(外文文献-超市的顾客满意度)给懊忱杉质股尺澜宝传振音骸圃解咀饲符婿鸯钥茎藐愉核叹澄衣铂川熄指厕袜盟铆箍岗庙肯碉霍爪拇祁逾戌邦惊纂贝鬼肿崇桓腋挖助楔骸堆缔脐纪寄古言流峭郧足战州执效凹妖擞沧罕黑刘疤啦叮嚼恶扒穷琐蝎识菌硼姻癣告得迹夹归遍提叠只指月警盏钮灾几防慈剔凑陌圣蝉泥姓迂仲瘩傀括霉沁码桥其唤镀湾司偿舔嘎舒蛔负变
4、梗补洽呛辑传回勒夷阀阅扣狈奏谩都手帛教哆天椭潍敞煎甜滁旭墒估绑辖猪零殴骨感姜伸吟饿胯痪糕未聂诡绅鄙腮嗣痞慕勺赦革蔷帆芒拜孺湛瘟菲倚炒拂龟纠糊僳钵纵荐梢劲聋靳炼集刀汰娶赊称委危铸鼠涧惫卫郸戏羌经蔼姨赠聋鞭逊纬浩奥徽臃打履滓古碴避缔附 录AppendixCustomer Satisfaction Strategy in Chain SupermarketsCustomer satisfaction strategys main idea is: the guideline is that the whole operational activities of supermarkets are fo
5、r 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 whol
6、e supermarkets operational activities. In order to do this, we must know the new marketing strategys content, and carry it out seriously. Its implementary points can be summarized as the following main aspects: (1) Shaping customer first business philosophy. The operational philosophy of customer fi
7、rst 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 i
8、nto everyones heart, and help personnel understand the importance of this philosophy. From its basic meaning, the operational philosophy of customer first has three gradations: customer is the highest, the customer is always right, everything for the customer.Customer is the highest. Customers are t
9、he external public who has direct relation with the supermarkets 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 cus
10、tomer-oriented, in the specific concept, customer is the highest. This idea requires that supermarkets should put customers at the first position of operation and management system, let customers feel the Gods real existence, thus, customers will produce acknowledgment and affiliation mentally for s
11、upermarkets. The customer is always right. The idea of the customer is always right is very difficult to set up from the logic point of view; it doesnt conform to the objective reality either. However, in order to achieve the supermarkets aim, as long as customers faults do not constitute a great lo
12、ss to supermarkets, supermarkets would give right to customers. This is the important expression of customer satisfaction. The idea of the customer is always right includes three meanings: first, customers are the purchasers, not trouble makers; second, customers understand their own demand and hobb
13、y, which is just the information that supermarkets need to collect; third, because of customers natural consistency, quarrelling with one customer is quarrelling with all the customers, in the concept of customer is wrong, supermarkets are absolutely not the winners, thereby, you will lose customers
14、, it also means losing the market, losing profit.Everything for the customer. If it is said that customer is the highest is the starting point of supermarket management, then everything for the customer is the end-result. Everything for the customer requires supermarkets should consider everything f
15、rom customers point of view, think what customers think, customers need is supermarkets need. (2) Treat personnel with hospitality. Customers in supermarkets can be broadly divided into two categories: one is the external customer; the other is the internal customer. External customers are the targe
16、t customers of supermarkets; supermarkets ultimate goal is to satisfy external customers, then gain profit. But most supermarkets ignore the more crucial factor - internal customers satisfaction, that is to say, supermarket personnels satisfaction. Personnel are the carriers that promote supermarket
17、s management philosophy and service mind to final customers, they are also the major components of personnel satisfaction and customer satisfaction. A high personnel loyalty is equally as important as a high customer loyalty. If supermarkets want to retain the best customers, they must retain the be
18、st personnel.(3) Try to retain customers. If supermarkets pay attention to customers long-term return, they must well prepare for the initial reception of customers service work, improve the ratio of repeat buyers. A foreign study shows: A satisfactory customer can incur eight potential deals, at le
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