The Study On Customer Expectations Management Of The Power-Supplying Enterprise

. Customer expectations management is an important way to improve customer satisfaction. This paper is dedicated to the research the customer expectations management of power-supplying enterprise, including the tolerance interval analysis and the setting of reasonable customer expectations standards, and provides a theoretical basis for the power-supplying enterprises to manage customer expectations.The paper introduces the theoretical research status of customer expectations, discusses the relationship among customer expectations, perception and satisfaction, the factors of customer expectations. Then the paper discusses the theory of customer expectations interval , the analysis model of customer expectations and the quality cost optimization. According to the customer expectations investigation of the power-supplying enterprise, the paper makes a empirical research of the power-supplying enterprise customer expectations management, and put forward a reasonable customer expectations standards. Finally, the paper concluded the innovation and conclusions.