| 超越顾客满意打造顾客忠诚 |
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| 引用本文： | 胡圣浩,潘旭华. 超越顾客满意打造顾客忠诚[J]. 重庆科技学院学报(自然科学版), 2004, 6(1): 9-10,28 |
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| 作者姓名： | 胡圣浩 潘旭华 |
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| 作者单位： | 332005,江西,九江,九江学院经管系;332005,江西,九江,九江学院经管系 |
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| 摘 要： | 利用美国营销专家James Heskett等人的服务利润链理论分析了顾客满意与顾客忠诚的相关关系,阐述了顾客忠诚对企业的营销价值,探讨了企业如何培育顾客忠诚的问题.
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| 关 键 词： | 顾客满意 顾客忠诚 服务利润链 |
| 修稿时间： | 2003-12-16 |
Surpass Customer Satisfaction, Create Customer Loyalty |
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| HU Sheng-hao,PAN Xu-hua. Surpass Customer Satisfaction, Create Customer Loyalty[J]. Journal of Chongqing University of Science and Technology:Natural Science Edition, 2004, 6(1): 9-10,28 |
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| Authors: | HU Sheng-hao PAN Xu-hua |
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| Abstract: | By making use of the American marketing specialist James Heskett's theory of service-profit chain, the correlativity between customer satisfaction and customer loyalty were analyzed. The marketing value of customer loyalty to an enterprise was discussed, and so were some ways to cultivate customer loyalty to an enterprise probed into in this article. |
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| Keywords: | Customer Satisfaction Create Customer Loyalty Service-Profit Chain |
| 本文献已被 CNKI 万方数据 等数据库收录！ |
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