毕业论文-----顾客满意度对会展成功的影响研究

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1、顾客满意度对会展成功的影响研究顾客满意度对会展成功的影响研究 摘要：摘要：国外学术界对项目成功标准的研究始于上个世纪 80 年代，“铁三角”标 准满足项目的进度、预算以及质量的要求，但忽视了顾客的重要性，过分重视方法和 工具的应用。 项目成功的评价标准应从动态发展的角度评价，从各管理层次的角度考虑是否实 现了利益相关者的目标。会展项目管理的主要目的是满足项目、项目利益相关者、及 项目尚未识别的要求和期望。随着市场竞争的加剧，面向顾客的成功标准，如顾客接 受程度、顾客满意度、顾客的保持率等，越来越体现出其重要地位。本文主要研究展 会项目从招商招展到运行到展会结束及其后期工作过程中，专业观众这一顾

2、客满意对 会展项目成功的重要性及影响顾客满意的因素，并依此为我国会展业发展提出实际可 行的建议。 关键词：关键词：会展项目；专业观众；顾客满意；顾客满意管理 A STUDY OF CUSTOMER SATISFACTION FOR A SUCCESSFUL EXHIBITION ABSTRACT:Foreign academic research on criteria of success of project began in the last century 80s, the “iron triangle“ standard is to meet the project schedule

3、, budget and quality requirements, while ignoring the importance of customers, over-emphasis on methods and tools. The criteria of successful project should be from the dynamic development of the vision assessment of the whole project life cycle and the angle of each management level to consider whe

4、ther achieve stakeholders goal. The main purposes of project management on exhibition are to meet requirements and expectations of project, projects stakeholders,and having not yet identified. As market competition intensifies, successful criteria of customer-oriented, such as customer acceptance, customer satisfaction levels, customer retention are more and more important. This thesis major research that on the whole process of running the expo from the investment to the end of their post-wor