Chanrs@ms68.hinet.

net 0955-268997
http://mypaper.pchome.com.tw/chanrs



GDP 2/3
10
25% 376 10
25%
EMBA 10
EMBA 2/3
2/3









ACSI

 -3D
1. (Discovery)-
2. (Dialogue)-
3. (Discipline)-


 ?







8
 ???

,
,
,


* *
* *

5% 95%
??????

95% ..


73%-
27%
68%





- Berry 1983

Morgan and Hunt 1994

 CRM


17
 =

 CRM

1 .
2 .
3 .
4 .

25



(QFD)

1 2 3 4 5

9 7 4 4

8 4 9 4 2

5 6 9 5
3 8

2 2 5

+


+ - -

129 69 72 93 62

1
5
4 5 1 3 2

CRM
CRM

CRM
12345678
23456789
22334455 098765432

CRM



















CRM GG-
0204
@#$%^&@#$%^&@#$%^&
103




,
,


,


/

34


High

Low

Low Hig

-

 ! ! !


touchpoint








,
, .

 PZB
1 .


2 .


3 .

4 .




5 .




Source: Adapted from Zeithaml, Parasuraman & Berry

 10 5

1 )
2 )

3 )

4 )

5 )

 ?





 1









49


DNA

Driver
Action

Happy CS
 service triangle

 =
,
,
1%~2% ,

, ,
,
.