Customer Satisfaction Management and Application
Date Issued
2007
Date
2007
Author(s)
Chen, Po-Tsang
DOI
en-US
Abstract
In the first part of this dissertation, the perspectives of the future, I present the orientation of future business world that will be a customer satisfaction era. I argue that an enterprise would benefit from the global competitiveness “customer satisfaction”.
In the second part of this dissertation, customer satisfaction development, I present theoretical models for the relationships between employee satisfaction, external customer satisfaction, revenue enhancement and profitability. I also offer practical developing and managing suggestions for an enterprise in achieving internal employee satisfaction as well as external customer satisfaction.
This dissertation addressed the components of both internal customer satisfaction and external customer satisfaction. The categories of external customer satisfaction include: strategic intelligence system, total quality management, service determinant’s management, and corporate image. The categories of internal customer satisfaction include: customer satisfaction oriented corporate mission and far-sighted vision, obsessive leadership, customer satisfaction corporate culture, and customer satisfaction human resource management and development scheme. The highly satisfied employees are the keystones of external customer satisfaction.
The customer dissatisfaction is an enterprise’s crisis as well as opportunity. In the third part of this dissertation, I discuss the variables to customer dissatisfaction and provide practical suggestions for mitigating the potential dissatisfaction.
An enterprise’s effective and sincere reactions might transform customer dissatisfaction into customer satisfaction. Therefore, the measuring customer satisfaction performance activities and strategic intelligence system might play an important role for an enterprise’s continuous improvement.
Customer satisfaction management and development plays a significant role for the improvement of auto industry. The final part of this paper presents customer satisfaction management, development and application in the auto industry as the best practice model.
Besides the efforts of private sector business, the public administration/government may also benefit from total satisfaction management and development actively for improving national competitiveness in the face of global competition. I present it in the extention part.
Subjects
顧客滿意
策略情報系統
內部員工滿意
外部員工滿意
Customer satisfaction
Strategic intelligence system
Internal customer satisfaction
External customer satisfaction
Type
thesis
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