| 服务企业的顾客忠诚及其决定因素研究 |
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| 引用本文： | 白长虹,刘炽.服务企业的顾客忠诚及其决定因素研究[J].南开管理评论,2002,5(6):64-69. |
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| 作者姓名： | 白长虹 刘炽 |
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| 作者单位： | 1. 南开大学国际商学院现代管理研究所
2. 北京道远教育服务有限公司 |
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| 基金项目： | 国家社会科学基金(02BJY099)，教育部优秀青年教师资助计划的资助 |
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| 摘 要： | 忠诚的顾客是企业生存和发展的基础,服务业的迅速发展要求业界和学界深入了解服务业顾客忠诚的确切含义、构成及其决定因素。本文对西方学者在服务业顾客忠诚领域的相关研究进行了回顾和梳理,从直接影响和间接影响途径探讨了它的关键决定因素,并引入顾客价值概念诠释顾客忠诚的成因,最后提出若干基于顾客价值进行顾客忠诚管理的建议。
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| 关 键 词： | 顾客忠诚 顾客感知价值 服务忠诚度 服务企业 |
Customer Loyalty and Its Determinants for Service Firms |
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| Bai Changhong,Liu Chi.Customer Loyalty and Its Determinants for Service Firms[J].Nankai Business Review,2002,5(6):64-69. |
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| Authors: | Bai Changhong Liu Chi |
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| Abstract: | Loyal customers are the bedrock of existence and developmentfor any company, therewith the rapid growth of service industry demandsexact understanding the concept, dimensions and determinants of customerloyalty in service field. This paper reviews the relative literature anddiscusses several key factors which affect service loyalty directly andindirectly. Furthermore it advance the concept of customer perceivedvalue to explain the antecedents to service loyalty. In the end, severalmanagerial implications on value-based customer loyalty managementare also discussed. |
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| Keywords: | Customer Loyalty Customer Perceived Value ServiceLoyalty Service Firms |
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