提高顾客满意度是服务企业永远的追求,然而满意的顾客不一定忠诚,忠诚的顾客才是服务企业核心利益所在。本文从顾客的自我实现角度,认为顾客从满意到忠诚转化的关键是满足顾客作为忠诚顾客的自我实现需要。 Increasing customer satisfaction is always the pursuit of service companies, but satisfied customers are not necessarily loyal, and loyal customers are the core interests of service companies. From the perspective of customer self-realization, this paper considers that the key to the transformation from customer satisfaction to loyalty is to meet the self-realization needs of customers as loyal customers.