| 间断性服务业顾客忠诚维度及其影响因素 |
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| 引用本文： | 陆娟,芦艳. 间断性服务业顾客忠诚维度及其影响因素[J]. Frontiers of Business Research in China, 2009, 3(1): 63-78. DOI: 10.1007/s11782-009-0004-4 |
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| 作者姓名： | 陆娟 芦艳 |
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| 作者单位： | |
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| 摘 要： |
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| 关 键 词： | 间断性服务业 顾客忠诚 影响因素 实证分析 |
| 收稿时间： | 2009-06-24 |
Dimensions and influencing factors of customer loyalty in the intermittent service industry |
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| Juan Lu,Yan Lu. Dimensions and influencing factors of customer loyalty in the intermittent service industry[J]. Frontiers of Business Research in China, 2009, 3(1): 63-78. DOI: 10.1007/s11782-009-0004-4 |
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| Authors: | Juan Lu Yan Lu |
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| Affiliation: | (1) College of Economics and Management, China Agricultural University, Beijing, 100193, China |
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| Abstract: | This research empirically studies customer loyalty in the intermittent service industry with samples from the catering business in Beijing. Results show that customer loyalty in the intermittent service industry is composed of three causally related dimensions, namely cognitive loyalty, affective loyalty, and behavioral loyalty. Factors influencing customer loyalty in the intermittent service industry are customer satisfaction, service quality, and customer perceived value (CPV), in descending order of significance. These factors vary in their function mechanisms and effects on different dimensions of customer loyalty. __________ Translated and revised from Shuliang jingji jishu jingji yanjiu 数量经济技术经济研究 (The Journal of Quantitative & Technical Economics), 2007, (3): 91–101 |
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| Keywords: | intermittent service industry customer loyalty influencing factors empirical analysis |
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