文档介绍：学术发表和写作资源平台: QQ : 275252867 论文发表联系方式 qq : 278121888 客户满意度论文顾客满意度研究论文基于客户满意度提升的拓展质量屋构建研究摘要: 客户满意是企业“以客户为中心”运营思想的最终体现, 客户期望和客户感知是影响客户满意度的重要指标。客户感知的好坏取决于产品是否能真正满足客户的期望需求。然而, 客户视角与技术视角对客户需求的理解存在很大差异, 这种差异性的产生使得企业在生产设计产品时容易引起客户需求与技术需求之间转化产生偏差。文章分析了质量屋工具在客户需求映射中的重要作用, 进而构建了拓展的质量屋模型, 通过增加对客户需求的聚类等功能, 以实现客户需求和技术需求之间更为准确的映射, 帮助企业生产真正满足客户需求的产品, 提升客户满意度。 Abstract: Customer satisfaction is the target of enterprises ’“ customer-centric ” operation, and customer expectations and customer perceive are the key factors of customer satisfaction. Customer perceives value depends on whether the products meet the customer expectations or not. However, the understanding of customer demands varies between customer perspective and technical perspective. This difference makes the product hard to transfer the customer demands into technical demands, thus leading the unsatisfaction of the customers. The paper analyses the 学术发表和写作资源平台: QQ : 275252867 论文发表联系方式 qq : 278121888 importance of using HOQ as the mapping tools. Based on these, the paper gives the model of extending HOQ in order to realize the more corrrect mapping path between customer demands and technical demands and raise the customer satisfaction. 关键词: 客户满意; 拓展质量屋; 客户需求; 技术需求; 需求映射 Key words: customer satisfaction;extending HOQ;customer demands;technical demands;demands mapping 0 引言随着科学技术的不断进步, 产品的供应市场日益国际化, 为客户提供了时间、成本、质量和服务等多种选择, 企业的运营理念也从