| 提升电信服务企业顾客忠诚度的策略研究——基于服务利润链模型的分析 |
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| 引用本文： | 任可佳. 提升电信服务企业顾客忠诚度的策略研究——基于服务利润链模型的分析[J]. 长沙通信职业技术学院学报, 2007, 6(3): 4-6 |
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| 作者姓名： | 任可佳 |
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| 作者单位： | 中南大学商学院,湖南长沙,410083 |
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| 摘 要： | 文章分析了顾客忠诚的内涵和服务价值链模型.以服务利润链为主线,阐述了员工满意、顾客满意与顾客忠诚度之间的关系,提出了电信服务企业提高顾客忠诚度的具体策略.
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| 关 键 词： | 顾客忠诚度 服务利润链 策略 研究 |
| 文章编号： | 1671-9581（2007）-03-0004-03 |
| 修稿时间： | 2007-06-05 |
A study of strategies of improving customer loyalty in the communication service company——Based on the Service Profit Chain Model |
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| REN Ke-jia. A study of strategies of improving customer loyalty in the communication service company——Based on the Service Profit Chain Model[J]. Journal of Changsha Telecommunications and Technology Vocational, 2007, 6(3): 4-6 |
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| Authors: | REN Ke-jia |
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| Affiliation: | School of Business,Central South University, Changsha, Hunan,China 410083 |
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| Abstract: | This paper analyzes the notion of customer loyalty and the service profit chain model. Taking the service profit chain as a masterstroke, this paper also discusses the relations among employee satisfaction, customer satisfaction and customer loyalty. The specific measurements to improve communication service company customer loyalty are raised. |
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| Keywords: | customer loyalty service profit chain strategy study |
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