| 汽车服务企业顾客忠诚驱动机制研究 |
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| 引用本文： | 朱杰,李溥,裴存强,卢继春. 汽车服务企业顾客忠诚驱动机制研究[J]. 武汉理工大学学报(信息与管理工程版), 2008, 30(6) |
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| 作者姓名： | 朱杰 李溥 裴存强 卢继春 |
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| 作者单位： | 武汉理工大学汽车工程学院,湖北武汉,430070 |
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| 基金项目： | 武汉市软科学研究计划 |
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| 摘 要： | 运用相关分析与回归分析的方法,研究了影响顾客忠诚的各个因素的相互关系及其对顾客忠诚的影响,认为顾客价值与顾客满意、关系信任和转换成本一样,也是影响顾客忠诚的因素之一.从而,构建了顾客忠诚的基本驱动模型,得出了汽车服务企业应当适当增大转换成本、提高顾客价值、进一步加强顾客满意的管理,以及增强关系信任以提高汽车服务企业的顾客忠诚的结论.
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| 关 键 词： | 顾客满意 顾客价值 关系信任 转换成本 顾客忠诚 |
Research on Customer Loyalty-driven Mechanism of Automobile Dealers |
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| ZHU Jie,LI Pu,PEI Cunqiang,LU Jichun. Research on Customer Loyalty-driven Mechanism of Automobile Dealers[J]. Journal of Wuhan University of Technology(Information & Management Engineering), 2008, 30(6) |
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| Authors: | ZHU Jie LI Pu PEI Cunqiang LU Jichun |
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| Affiliation: | ZHU Jie,LI Pu,PEI Cunqiang,LU JichunSchool of Automobile,WUT,Wuhan 430070,China. |
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| Abstract: | Based on correlation and regression analysis,two questions were put forward: the interrelation between factors that impacts customer loyalty in automobile service market and how they impact customer loyalty.It is believed that customer value is also a factor affecting customer loyalty just as customer satisfaction,relationship trust,and switching cost A basic customer loyalty-driven model was constructed to draw conclusions that automobile service enterprises should manifold switching cost appropriately,inc... |
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| Keywords: | customer satisfaction customer value relationship trust switching cost customer loyalty |
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