| 基于企业生命周期的顾客满意度研究 |
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| 引用本文： | 曾凤章,王元华.基于企业生命周期的顾客满意度研究[J].北京理工大学学报(社会科学版),2005,7(4):36-39. |
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| 作者姓名： | 曾凤章 王元华 |
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| 作者单位： | 北京理工大学管理与经济学院,北京,100081;北京理工大学管理与经济学院,北京,100081 |
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| 摘 要： | 借鉴弗农的“产品生命周期”思想,把同一企业经历的不同市场阶段(完全垄断市场、寡头垄断市场、垄断竞争市场、完全竞争市场)作为一个生命周期,利用企业生命周期的变更,分析在企业生命周期的不同阶段,顾客满意度和顾客忠诚度的变化、顾客满意度和顾客忠诚度之间的关系;并提出两种顾客满意度测评模型。
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| 关 键 词： | 企业生命周期 顾客满意 顾客忠诚 |
| 文章编号： | 1009-3370(2005)04-0036-04 |
| 收稿时间： | 2004/11/26 0:00:00 |
| 修稿时间： | 2004年11月26日 |
On Customer Satisfaction based on Enterprise Life Cycle |
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| ZENG Feng-zhang and WANG Yuan-hua.On Customer Satisfaction based on Enterprise Life Cycle[J].Journal of Beijing Institute of Technology(Social Sciences Edition),2005,7(4):36-39. |
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| Authors: | ZENG Feng-zhang and WANG Yuan-hua |
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| Institution: | 1.School of Management and Economics, Beijing Institute of Technology, Beijing, 100081 |
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| Abstract: | This paper is formulated on the basis of Vernon' s“product life cycle”theory. The different stages experienced by anenterprise, i.e., Complete Monopoly Market, Oligarch Monopoly Market, Monopoly Competition Market and Complete CompeteMarket, are regarded as a life cycle. It analyzes the changes of customer satisfaction and customer loyalty and their relationships inthe different stages of en enterprise' s life cycle, and proposes two models to measure customer satisfaction. |
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| Keywords: | Enterprise life cycle Customer satisfaction Customer loyalty |
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