關(guān)于改善企業(yè)顧客抱怨管理的研究.pdf

1、同濟(jì)大學(xué)經(jīng)濟(jì)與管理學(xué)院碩士學(xué)位論文關(guān)于改善企業(yè)顧客抱怨管理的研究姓名：王艷申請(qǐng)學(xué)位級(jí)別：碩士專(zhuān)業(yè)：管理科學(xué)與工程指導(dǎo)教師：尤建新2000.11.1一_AbstractWiththefiercecompetitionandtheeconomicglobalization‘‘focusoncustomers’demandsandpursuecustomers’sarisfaction’’hasbeenoneofthemoreandmoree

2、nterprises’policiesInordertoimprovethecustomers’stisfactiondegreethisarticlestudiedhowtomanagethecustomers’complaintsinanenterpriseThispaperCanbedevidedintothreeparts：Thefirstpartisaboutthebasicworksthatanenterpriseneeds

3、todowhenitbeginstomanagethecustomers’complaintsTheyincludebuildingacustomer—focusculture、changingthetraditionalorganizationalstructureandimprovingtheemployee’SabilityThesecondpartisabouthowtobuildthecustomers’complaintsm

4、anagesystemAccordingtothefactthatmostunsatisfiedcustomerswillnotclaim，thesystemmainlyincludescustomers’claimsdealingprocess、customers’complaintsinvestigationplanandcustomers’complaintsinformationanalysismethodsandprocess

5、Thethirdpartisacaseabouthowtobuildthecustomers’complaintsmanagementsystembasedonthemanagementconditionofUAESThispaperemphasizedthecombinationoftheoryandpracticeItnotonlystudiedthecustomers’complaintsmanagementworkingsyst