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| Author: | Li, Wei |
| Title: | On the customer structure in CS management (original in Chinese) |
| Journal: | Commercial Economy and Management (c)
1998 : 5, p.33-37 |
| Index terms: | CONSUMER SATISFACTION |
| Language: | chn |
| Abstract: | CS means customer satisfaction. CS management is management centring on customers. The customer structure in CS management can be divided into two parts--internal customer structure and external customer structure. The internal customers refer to the internal staff and workers of enterprises, which fall into three categories--official rank customers, functional customers and working procedure customers. The external customers are the external object of enterprises, which have relationship with enterprises in terms of commodities, service and money. They include consumption customers, intermediary customers, capital customers and public interest customers. |
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