| 顾客满意理论研究 |
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| 引用本文： | 孙丽辉.顾客满意理论研究[J].东北师大学报(哲学社会科学版),2003(4):18-23. |
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| 作者姓名： | 孙丽辉 |
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| 作者单位： | 东北师范大学,国际工商管理学院,吉林,长春,130024 |
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| 基金项目： | 国家税务总局科研规划课题《顾客满意度指标体系及其测定与分析方法研究》(9901006)的阶段性成果。 |
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| 摘 要： | 顾客满意是当前学术界研究的热点和企业营销追逐的主要目标。国内在此方面的研究明显落后于国外。针对顾客满意理论研究的现状,笔者在讨论顾客满意内涵和顾客满意模型的基础上,深入探讨顾客满意的价值及其这一理论对营销的贡献。
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| 关 键 词： | 顾客满意 顾客流失 顾客保留 顾客终身价值 |
| 文章编号： | 1001-6201(2003)04-0018-06 |
| 修稿时间： | 2002年12月15日 |
Research on Customer Satisfaction Theory |
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| SUN Li-hui.Research on Customer Satisfaction Theory[J].Journal of Northeast Normal University(Social Science),2003(4):18-23. |
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| Authors: | SUN Li-hui |
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| Abstract: | Customer Satisfaction is a focus of academic circles research today and the main objectives of enterprise marketing. However, the research work on Customer Satisfaction in China falls behind that of foreign countries. In view of this situation, based on the discussion of definition and the model of the Customer Satisfaction, the author goes further into the value of Customer Satisfaction theory and the contribution to marketing of it. |
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| Keywords: | Customer Satisfaction customer defection customer retention customer life-time value |
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