| 论营销活动中的心理服务 |
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| 引用本文： | 蒋艳菊,许绍康.论营销活动中的心理服务[J].信阳师范学院学报(哲学社会科学版),2000,20(4):51-54. |
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| 作者姓名： | 蒋艳菊 许绍康 |
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| 作者单位： | 河南大学教育科学学院,河南,开封,475001 |
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| 摘 要： | 目前，社会正走向经济心理化阶段。它要求营销更注重为消费提供温馨的心理服务，这有利于激发消费新的、高层次的需要。心理服务的内容包括微笑服务、礼仪服务、善解人意的服务、针对性服务及“承认顾客总是对的”等。消费在享受心理服务的过程中将产生满意感、没有不满意、不满意和憎恶等四种典型的心理体验。使顾客没有不满意是心理服务的最低要求，使顾客产生满意感是营销努力追求的最佳工作目标。
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| 关 键 词： | 经济心理化 功能服务 心理服务 满意感 市场营销 微笑服务 心理体验 礼仪 营业员 顾客 |
| 文章编号： | 1003-0964(2000)04-0051-04 |
| 修稿时间： | 2000年6月8日 |
On psychological service in marketing |
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| JIANG Yan ju,XU Shao kang.On psychological service in marketing[J].Journal of Xinyang Teachers College(Philosophy and Social Sciences Edition),2000,20(4):51-54. |
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| Authors: | JIANG Yan ju XU Shao kang |
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| Abstract: | Social economy is becoming more and more psychology oriented.It requires that marketers attach more importance to psychological seruice for customers.whcih can stimulate customers' new needs of higher levels .Psychological service includes smiling service,ceremony service,understanding the customers,countering service and the belief that the customers are never mistaken.In the process of psychological service,the customers have four typical psychological experiences:satisfaction,no complaint,dissatisfaction and hatred.No complaint is the lowest requirement of psychological servie while satisfaction is the highest goal that marketeers pursuit. |
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| Keywords: | psychology oriented economy functional service psychological service satisfaction |
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