| 论等总顾客价值与等总顾客成本 |
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| 引用本文： | 马云峰,李勇兵.论等总顾客价值与等总顾客成本[J].武汉科技大学学报(社会科学版),2002,4(3):43-46,55. |
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| 作者姓名： | 马云峰 李勇兵 |
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| 作者单位： | 武汉科技大学,管理学院,湖北,武汉,430081 |
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| 摘 要： | 在当今的服务经济中 ,服务能力低下一直是困扰我国企业发展的重大制约因素 ,尤其是入世后更是如此 ,而做好服务的关键是对顾客价值的深入把握。本文在菲利普·科特勒的顾客让渡价值理论模型的基础上对顾客价值和顾客成本作了进一步分析 ,提出了等总顾客价值和等总顾客成本的分析方法
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| 关 键 词： | 顾客让渡价值 服务 等总顾客价值 等总顾客成本 |
| 文章编号： | 1009-3699(2001)03-0043-04 |
| 修稿时间： | 2002年4月23日 |
On Constant Total Customer Value and Constant Total Customer Cost |
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| MA Yun,feng,LI Yong,bing.On Constant Total Customer Value and Constant Total Customer Cost[J].Journal of Wuhan University of Science and Technology(Social Science Edition),2002,4(3):43-46,55. |
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| Authors: | MA Yun feng LI Yong bing |
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| Abstract: | The low service ability has been constantly troubling the development of China's service industry. This is even more so after China's entry into WTO. The key to good service lies with the in-depth understanding of the customer value. This paper, based on the theoretical model of customer delivered value proposed by Philip Kotler, has made a further investigation into the customer value and customer cost and presented a method for analyzing the constant total customer value and constant total customer cost. |
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| Keywords: | customer delivered value service constant total customer value constant total customer cost |
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