| 试论顾客满意的形成机理模型及其发展 |
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| 引用本文： | 严浩仁,贾生华.试论顾客满意的形成机理模型及其发展[J].经济经纬,2004(1):88-91. |
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| 作者姓名： | 严浩仁 贾生华 |
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| 作者单位： | 浙江大学,管理学院,浙江,杭州,310027 |
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| 摘 要： | 随着市场竞争的日趋加剧和顾客争夺成本的提高,顾客满意管理已经引起关系营销理论界与实践界的广泛关注。基于国外顾客满意理论的最新研究进展,分析顾客满意的形成机理模型及其主要观点,探讨顾客满意理论研究的发展态势。
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| 关 键 词： | 顾客满意 顾客忠诚 理论模型 顾客关系管理 |
| 文章编号： | 1006-1096(2004)01-0088-04 |
| 修稿时间： | 2003年11月3日 |
On the Formation Mechanism and its Development of Cttstomer Satisfaction |
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| YAN Hao-ren,JIA Sheng-hua.On the Formation Mechanism and its Development of Cttstomer Satisfaction[J].Economic Survey,2004(1):88-91. |
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| Authors: | YAN Hao-ren JIA Sheng-hua |
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| Abstract: | With the ever increasing competence, customer satisfaction management has become a focus for the manages and scholars in the field of relationship marketing. Base on the up-to-date theory, the article make an analysis on the forming mechanism of customer satisfaction and give a further discussion on the trend of such theory. |
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| Keywords: | customer satisfaction customer loyalty theory model customer relationship management |
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