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消费者满意工程,亦称消费者满意战略、CS策略(英文Customer satasfaction的缩写)。是八十年代末,九十年代初,发起于美国,发展于日本
Consumer Satisfaction Engineering, also known as consumer satisfaction strategy, CS strategy (English abbreviation of Customer Saasfaction). In the late 1980s and early 1990s, it was initiated in the United States and developed in Japan.