西方顾客价值研究理论综述

顾客价值研究的兴起是企业不断寻求竞争优势的合理和必然结果,国外学者对顾客价值的研究主要集中在以下几个方面。一是什么是顾客价值,也就是顾客价值的定义与内涵问题,西方学者们从自己的研究角度出发提出了各自不同的定义;二是在向顾客提供价值之前,如何识别顾客价值,这涉及到顾客价值的识别工具研究;再次是在正确认识顾客价值的基础上,企业如何为顾客提供优异的顾客价值,这部分的研究大都融入在前面两个部分的研究之中。

Theoretical Summary of the Research on Customer Value

The emergence of research on Customer Value (CV) is a reasonable and inevitable result of continuous pursuit for competitive advantages of enterprises. Western scholars mainly focus their research of CV on the following aspects:(i) what is CV, i.e. the definition and connotation of CV, which have been explained in various ways by western scholars from their own different angles of research; (ii) how to identify the CV before delivering value to customers, which involves the study of identification tool for CV; (iii) how to deliver excellent CV of enterprises to their customers based on the appropriate recognition of CV, most research of which is jointly mixed into the study of the two previous aspects.