英国dissertation范文:客户满意度模型的建立 [3]
论文作者:英语论文论文属性:硕士毕业论文 dissertation登出时间:2014-09-09编辑:zcm84984点击率:24159
论文字数:10068论文编号:org201409082125094518语种:英语 English地区:英国价格:免费论文
关键词:客户满意度模型建立银行客户留学生banking essay
摘要:本文是一篇留学生银行学论文,旨在分析银行的客户满意度,作者根据银行的客户满意度建立了一个分析模型,这个看似简单的问题,却很难回答,是一篇十分具有参考价值的论文。
ell your product or service for additional money than the competition. It allows you to make extra return on your investment.
Delighted customers are those where you foresee their needs; present solutions to them before they request and where you are monitor to see if new or supplementary expectations are about ready to be mandatory. What's wrong with just provide the customer service to customers as when they required explained by Michael Arthur Johnson.Michael Arthur Johnson says the difference between success and failure in only customer delight.
Traditionally delight has been thought of a blend of joy and surprise (Kumar et al., 2001). However a recent study suggests that customers can be delighted without being surprised (Kumar et al., 2001). Although joy remains an important element of delight, the study suggests that a greater number of people are exhilarated, thrilled and to a lesser extent exuberant (Kumar et al., 2001).
Satisfied customers are not necessarily leave with a firm; they are purely at ease. Delighted customers on the other hand have greater admiration for the firm and its services. Paul (2000) states: Unfortunately, people don't talk about adequate service. Instead, they tell anyone who will listen about really bad or really delightful services.
Paul says that delight generate more positive word -of- Mouth for the company. Being only satisfied with a firm's product or services is not necessarily mean that customer will prefer the company or rejects it but its just simple expression of acceptance. Delighting customers is about providing a product and services that are outstanding and stimulates customer's preference towards a firm or its services.
Companies are also realizing that loosing a customer means loosing more than a single sale: it means loosing the entire flow of purchases by the customer made over a lifetime of purchase. It has also been anticipated that as the level of satisfaction increases, so does customer become loyal to the firms product and services (Kotler and Amstrong 2001).
Kumar et al., 2001 explain that these studies found that customers who where extremely satisfied were more possible will loyal than customers who says they where satisfied.
From many years customer satisfaction is used for the indicator of organization health and success. In recent times it has been argued that in order to succeed in red Blue Ocean of competitive environment it become a necessity to do more then just satisfy the customer but now organization have to delight the customer for staying alive in the competition.. Delighting customers is a splendid ideal, but what kind of impact does it have on the company? Does customer delight lead to increased success and good monetary health of the firm?
According to Rust and Oliver (2000) Research reviewed here strongly suggests that delight cannot be achieved without surprisingly positive levels of performance, which as noted previously, require additional effort on the part of the firm or its agents. As Rust and Oliver (2000) explain that delighting the customer for organization can be harmful as the expectation of the customer extends and the customer does not get the level of services he is expecting from the organization. In the end the customer become dissatisfied from the organization.
“Academicians have entertained the possibility that
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