This study is to present the process of a high - level customer contact companies setting up the strategy of customer satisfaction . for service industry companies , setting up and implementing the strategy is very important and complex considering the intangible nature , the inseparability of production and consumption , the perishability and changeability of service 考虑到服务类产品本身所具有的无形性、生产和消费过程的难分离性、易消失性、以及多变性等特点，使得服务企业的顾客满意战略的研究既显得更重要也更为复杂。
