标准摘要
[中文适用范围]： 本文档为组织内规划、设计、开发、实施、维护和改进有效且高效的企业对消费者电子商务交易 (B2C ECT) 系统提供指导。 它适用于任何从事或计划从事 B2C ECT 的组织，无论其规模、类型和活动如何。 本文档的重点是直接向消费者提供产品和服务的组织。 本文件旨在使组织能够建立公平、有效、高效、透明和安全的B2C ECT系统，以增强消费者对B2C ECT的信心并提高消费者的满意度。 它针对的是涉及消费者作为客户子集的 B2C ECT。 本文件中给出的指导可以补充组织的质量管理体系。 [外文原描述]： This document gives guidance on planning, designing, developing, implementing, maintaining and improving an effective and efficient business-to-consumer electronic commerce transaction (B2C ECT) system within an organization. It is applicable to any organization engaged in, or planning to be engaged in, a B2C ECT, regardless of size, type and activity. The focus of this document is on organizations that directly offer and provide products and services to consumers. This document aims to enable organizations to set up a fair, effective, efficient, transparent and secure B2C ECT system, in order to enhance consumers’ confidence in B2C ECTs and increase the satisfaction of consumers. It is aimed at B2C ECTs concerning consumers as a sub-set of customers. The guidance given in this document can complement an organization’s quality management system.
英文名称Quality management — Customer satisfaction — Guidance for business-to-consumer electronic commerce transactions