随着企业界对顾客满意重要性的认同,顾客满意度研究成为目前企业管理领域的一个热点问题。本文在顾客满意度研究的基础上,将顾客满意度划分为过程满意度和结果满意度两个维度,并分析了二者的关系,最后提出提高过程满意度的方法。一、顾客过程满意度的研究背景及思路 With the recognition of the importance of business to customer satisfaction, customer satisfaction research has become a hot issue in the field of enterprise management. Based on the research of customer satisfaction, this paper divides customer satisfaction into two dimensions of process satisfaction and result satisfaction, and analyzes the relationship between the two. At last, it puts forward a method to improve process satisfaction. First, the customer process satisfaction research background and ideas