Operationalizing Customer Satisfaction Dimensions

机译：运营客户满意度维度

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Customer expectations are currently identified using various methodologies, including focus groups, surveys, and analysis of complaints. However, none of the methods offer an exhaustive means of determining customer expectations. This articles details an organized methodology, useful in any type of organization, that systematically identifies customer expectations, using multiple viewpoints.

机译：当前，使用各种方法（包括焦点小组，调查和投诉分析）来确定客户期望。但是，没有一种方法提供确定客户期望的详尽方法。本文详细介绍了一种有组织的方法论，该方法论对任何类型的组织都有用，它使用多种观点来系统地识别客户的期望。

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来源
《ASQC(American Society for Quality Control)'s 51st annual quality congress proceedings》|1997年|p.478-485|共8页
会议地点 Orlando FL(US)
作者
Camille F. DeYong; Kenneth E. Case;
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原文格式 PDF
正文语种 eng
中图分类工业经济;
关键词
customer expectations, quality, service quality;

机译：客户期望，质量，服务质量;

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Operationalizing Customer Satisfaction Dimensions

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