| 关系价值、关系质量与顾客保留的关系研究 |
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| 引用本文： | 张广玲,武华丽.关系价值、关系质量与顾客保留的关系研究[J].武汉理工大学学报(社会科学版),2007,20(6):796-800. |
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| 作者姓名： | 张广玲 武华丽 |
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| 作者单位： | 1. 武汉大学,经济与管理学院,湖北,武汉430072
2. 华为技术有限公司,广东,深圳518129 |
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| 摘 要： | 企业的利润主要来源于顾客,顾客保留决定了企业未来的长期盈利能力,是一个企业成功的关键。通过探讨关系价值、关系质量与顾客保留的作用路径,得出了关系价值通过关系质量对顾客保留发生作用的结论。
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| 关 键 词： | 关系价值 关系质量 顾客保留 |
| 文章编号： | 1671-6477(2007)06-0796-05 |
| 修稿时间： | 2007年9月25日 |
Research on Relationship between Relationship Value,Relationship Quality and Customer Retention |
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| ZHANG Guang-ling,WU Hua-li.Research on Relationship between Relationship Value,Relationship Quality and Customer Retention[J].Journal of Wuhan University of Technology(Social Science Edition),2007,20(6):796-800. |
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| Authors: | ZHANG Guang-ling WU Hua-li |
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| Abstract: | Since the enterprise profits come mainly from the customers,the enterprise profit ability depends on the customer retention.This is the key to enterprises' success.According to the research on relationship value,relationship quality and customer retention,this paper concludes that relationship value affects customer retention via relationship quality. |
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| Keywords: | relationship value relationship quality customer retention |
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