| 大型商场顾客忠诚基本驱动模型的构建 |
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| 引用本文： | 何雪英.大型商场顾客忠诚基本驱动模型的构建[J].商业经济(哈尔滨),2009(9). |
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| 作者姓名： | 何雪英 |
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| 作者单位： | 浙江经贸职业技术学院,浙江,杭州,310014
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| 摘 要： | 大型商场顾客忠诚是零售商店忠诚的特例.以杭州市大型商场为具体实证对象,采用问卷调查和SPSS12.0统计软件,构建大型商场顾客忠诚的基本驱动模型,对顾客忠诚的影响因素及其作用机制进行了深入的探讨,得出商场忠诚的形成是一个多因素驱动作用的结果.商场忠诚应包括顾客的行为忠诚和顾客的态度忠诚,顾客价值的细分维度对商场忠诚有显著影响.不同消费者特征对商场忠诚及驱动因素有显著差异等结论.
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| 关 键 词： | 顾客忠诚 驱动 顾客满意 模型 |
Construction of Basic Motivation Model on Customer Loyalty in Emporium |
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| HE Xue-ying.Construction of Basic Motivation Model on Customer Loyalty in Emporium[J].Business Economy,2009(9). |
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| Authors: | HE Xue-ying |
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| Abstract: | Customer loyaltyin emporium is an exception ofretailer shop loyalty.Applying questionnaire and SPSS 12.0 software to research emporium in Hangzhou,this paper further explores the factors that influence of customer loyalty and its mechanism and concludes that the formation ofcustomer loyaltyis driven by multiple factors,emporium loyalty consists of customers' behavior and attitude loyalty,subdividing dimension of customer value greatly influences emporium loyalty,and different characteristics of customers ha... |
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| Keywords: | customer loyalty motivation customer satisfaction model |
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