|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
2007年10 期
| 標(biāo)題 |
| 基于CRM理念的鐵路大客戶滿意度指數(shù)模型(29 卷) |
| 英文標(biāo)題 |
| Satisfaction Index Model of Railway Major Clients based on CRM Concept |
| 摘要 |
| 將客戶關(guān)系管理（CRM）的滿意度理論引入鐵路運(yùn)輸?shù)拇罂蛻艄芾碇校x了鐵路大客戶滿意度，結(jié)合鐵路貨物運(yùn)輸?shù)奶攸c(diǎn)構(gòu)建了鐵路大客戶滿意度指數(shù)模型，并采用偏最小二乘法路徑分析方法對(duì)參數(shù)進(jìn)行估計(jì)。最后通過實(shí)例對(duì)目前鐵路大客戶的滿意度進(jìn)行了研究。 |
| 作者 |
| 新聞作者:馬宏臻， 蓋宇仙 |
| 關(guān)鍵字 |
