3-3-1顧客導向服務 - nacs.gov.t · 3-3-24 1. kolter, philip & kavin keller a fra mework for...
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3-3-1
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3-3-2
86
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3-3-3
Citizen Satisfaction Index, CSI
(contact point)
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3-3-4
1.
2.
3.
4. Ee
e
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3-3-5
1.
2.
3.
1
Service
Capital Chain Management
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3-3-6
PZB, 1985
1.
2.
3.
4.
5.
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3-3-7
4S
1. Standing
2. Smiling
3. Speeding
4. Satistfying
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3-3-8
CRM
Customer Relationship Management
CRM
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3-3-9
2
2
SCM
Supply Chain Management, SCM
Integration
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3-3-10
1990
Do Government BetterDo Better
Government
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3-3-11
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3-3-12
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3-3-13
FAQ
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3-3-14
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3-3-15
1.
2.
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3-3-16
1.
2.
3.FAQ
1.
2.
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3-3-17
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3-3-18
E
520
110119
1651955
0800-211-334
0800-007-007
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3-3-19
120
10081
1996
929
931999
941
254
311
800
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3-3-20
9795,000
1999
1999
1999
1999
1999
1999
VUI
Variation
Unexpected
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Impressive
1028
1101
1.
2.
3.
1.
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3-3-22
(contact point)
2.
3.
-FastBook
102115
FastBook
FastBook
24
ATMFastBook
134402
3
1
4
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3-3-23
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2.
3.
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3.
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3-3-24
1. Kolter, Philip & Kavin keller A framework for marketing Management,
Sixth edition, NJ: Prentice Hall, Inc, 2012.
2. Aaker, David A., Strategic Market Management, Eigth edition, John Wiley
& Sons, Inc. 2009.
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