顧客満足とコミュニケーション・プロセス

概要

論文の詳細を見る
As P.F.Drucker said that marketing goals is not sales but customer satisfaction, customer satisfaction is the final goal for marketing activities in the company which is going to continue their business and take their sales and profits. In the 1990s, the concept of customer satisfaction will be the center of the strategic advantages in the conpetitive advantages of marketing strategies. Main purpose of this paper is to clarify the communication process between companies and customers by using the concept of customer satisfaction. In short, for company, the communication process with customers is very important, especially interactive communication pattern will be necessary to cuntinue the good relation with customers. Analysis procedures of the way of hearing reserch to the companies are applied this time. Companies that I went to and heared the real facts facing their business are service stations (generally in Japan SS Industry, gasoline stand). This paper argued that for service industry including other consumer goods industries, customer satisfaction is very important and indispensable from the stand point of the communication process. Because brand consists of quality of product and communication.
東海大学の論文