广州地铁顾客期望管理研究初探

摘要

加强服务业的顾客管理,以求在竞争中求得生存和发展,已经成为我们面临的一个紧迫的问题.本文首先探讨顾客期望的内涵,对广州地铁顾客期望的因素进行了探索性研究,并提出广州地铁顾客期望管理的相关策略.%Enhancing customer management of service industry in order to survive and develop in the competition has become a pressing problem we are facing. This paper firstly discusses the connotation of customer expectations, then makes exploratory study on factors of customer expectations for Guangzhou metro and proposes strategies of customer expectation management for Guangzhou metro.