| 3G时代电信运营企业提高顾客忠诚度的对策研究 |
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| 引用本文： | 朱学红. 3G时代电信运营企业提高顾客忠诚度的对策研究[J]. 华北水利水电学院学报(社会科学版), 2011, 0(1): 75-77 |
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| 作者姓名： | 朱学红 |
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| 作者单位： | 南京邮电大学经济与管理学院,江苏南京210003 |
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| 摘 要： | 随着我国电信业的不断重组和改革,电信运营企业经营方式由粗放型向集约型转变,关注存量市场,在发展新客户的同时积极培育和提高现有顾客的忠诚度成为企业发展的关键。分析了3G时代电信市场和顾客需求的新特征,指出了影响电信企业顾客忠诚度的关键因素,提出了提高顾客忠诚度的对策建议。
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| 关 键 词： | 3G 顾客忠诚 顾客满意 转换成本 |
Research on Improving Customer Loyalty of Telecom Operators in 3G Era |
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| ZHU Xue-hong. Research on Improving Customer Loyalty of Telecom Operators in 3G Era[J]. Journal of North China Institute of Water Conservancy and Hydroelectric Power(Social Sciences Edition), 2011, 0(1): 75-77 |
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| Authors: | ZHU Xue-hong |
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| Affiliation: | ZHU Xue-hong(School of Management and Economy,Nanjing University of Posts and Telecommunications,Nanjing 210003,China) |
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| Abstract: | Along with China＇s telecom industry has been restructuring and reform,the mode of operation of telecom operators transfers from extensive to intensive.Concern the stock market,increase loyalty of existing customers in the development of actively cultivating new customers,as the key to the development of telecom operators.This paper analyses the new features of the telecommunications market and customer demand in 3G era,indicates key factors that affect the customer loyalty of telecom operators,proposes countermeasures of improving customer loyalty. |
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| Keywords: | 3G Customer loyalty Customer satisfaction Transfer cost |
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