Marketing Effectiveness and Customer Retention in the Service Sector

Recent years have witnessed a growth in the number of studies relating to service orgrrnisations. This steady stream of literature could be attributed to the continuous expansion of the service sector and its increasing contribution to the advancement of many economies. In this context, issues associated with marketing and performance outcomes which managers can influence directly have received a great deal of attention. This research focuses on an empirical investigation of the relationship between marketing effectiveness and customer retention performance in an attempt to contribute to the growing body of conceptual and empiricul knowledge on the links between marketing and performance among service firms. Drawing on our results which indicate a significant and positive association between marketing effectiveness and customer retention, implications of the findings for service firm managers as well as future research directions are subsequently discussed.     

零售业客户忠诚度与营销策略分析

客户满意度管理是零售业营销环境下提升客户价值、建立和保持客户忠诚的有力工具,而识别客户的体验需求,提高NPS记分是提高零售业客户忠诚度的先决条件。从企业战略实施层面来看,我国零售业提高客户忠诚度是企业可持续发展的核心要素,忠诚的顾客是企业最宝贵的财富。     

旅游品牌营销与传播沟通机制研究

旅游市场竞争的关键是旅游品牌的竞争,旅游品牌竞争的关键是企业营销与传播策略的竞争,旅游品牌整合营销传播是旅游品牌竞争的重要手段,其实质就是旅游企业与旅游者进行旅游品牌信息沟通过程,它是旅游业市场竞争的发展趋势。     

顾客体验视角下VR技术在旅游景区营销中的应用

顾客体验是体验式营销中的主体部分,通过创造优质的体验提升顾客对产品的认知和了解,进而实现营销效率的提升。随着市场经济的建设进程,以顾客体验为主的景区营销在越来越多的行业中占有重要地位。基于现今应用较为广泛的VR——虚拟现实科技作为课题切入点,通过对注重顾客的全方位体验、多样化经营,树立体验式旅游风尚、差异化经营,贴近顾客内心实际需求等现代化旅游景区营销的特征进行分析,提出了顾客体验视角下VR技术在旅游景区营销中的应用,可使旅游消费者在自然景区中获得心灵养生;在主题景区中获得娱乐体验;在人文景区中获得文化熏陶,以及VR技术对景区的宣传起到的促进作用。旨在为相关的旅游景区营销提供一定的现实资料,进而促进旅游产业的发展。     

旅游业搜索引擎营销策略研究

在当今"眼球经济"时代,相对于互联网的海量信息,消费者的注意力是相当有限的。企业吸引被信息湮没的潜在消费者的注意力已成为其竞争力的重要来源,搜索引擎营销也随之体现出巨大的商业价值。同时,互联网用户对搜索引擎的依赖程度不断加深,使得搜索引擎营销越来越受到企业的重视,也使得旅游业对互联网的依存度逐渐提高。     

Relationship Quality and Customer Retention through Strategic Communication of Customer Skills

This article discusses the idea of a strategic communication of customer skills - a rather neglected relationship marketing strategy. This idea is based on an interpretation of the customer as the company's partner in the value production process. Customer skills are defined as the total of all product-related knowledge and skills of relevance to any aspect of the customer's post-purchase behaviour (e.g. the ability to use the full range of product features). The author assesses whether communicating customer skills strategically may lead to an increase in perceived relationship quality and customer retention as key variables in relationship marketing. Several hypotheses regarding the interrelations between an increase in customer skills and relationship quality are drawn out from a conceptualisation of both constructs. The validity of these hypotheses is then tested empirically using a structural equation modelling approach for two products, i.e. video recorders and reflex cameras. Results give strong support to the relevance of skills communication for relationship marketing success.     

基于SWOT分析的菏泽市旅游产业发展营销策略研究

菏泽历史悠久,文化底蕴深厚,是我国著名的牡丹之乡、书画之乡、戏曲之乡和武术之乡。在旅游产业发展方面,菏泽市具有的优势是旅游资源比较丰富,历史文化积淀深厚,生态休闲旅游资源独具特色;存在的劣势是发展旅游业的意识落伍,龙头旅游资源季节性强;面临的机遇是文化旅游、生态旅游和休闲旅游成为热点;面对的威胁是来自国内、国际旅游市场的竞争压力。大力发展菏泽市旅游产业,应强化旅游产业意识和旅游可持续发展意识,制定科学的旅游产业发展总体规划,加强对旅游业的管理,提高旅游从业人员的素质,构筑旅游产业链群,开展多元化融资,加强区域旅游市场整合营销,促进区域旅游经济快速、健康、持续发展。     

从家电企业谈顾客维系

随着家电市场竞争的日益激烈,顾客流失较为普遍,顾客的维度减弱已成为家电制造企业生存和发展中的最大困惑。产品质量缺陷、顾客对售后服务不满意、竞争对手夺走顾客、与顾客缺乏沟通是主要成因。有效防止顾客流失,企业应加快从＂以产品为核心＂向＂以顾客为中心＂转变,采取积极建立顾客档案、实施全面质量管理、提高服务质量、对顾客进行关联管理等有效措施,增强企业对顾客的维系度,降低顾客流失风险,提升市场竞争力。     

塑造体验营销中的顾客忠诚

<正>随着经济形态的演变,社会经历了从产品经济时代过渡到商品经济时代,再转变到服务经济时代。然而到今天,我们的社会已经从服务经济时代跨入了一个全新的体验经济时代。消费者的消费行为日益表现出个性化和情感化的特点,在接受产品或服务时的"非从众"心理日     

对客户关系营销的思考

<正>一、前言21世纪,对于任何企业而言,有两个方面最为重要,一是企业品牌,二是顾客的满意度和忠诚度,但顾客的满意度和忠诚度不是通过简单的削价可以换来,也不是通     

扬州淮扬菜美食文化旅游产品营销策略探究

淮扬菜作为中国四大菜系之一,其旅游价值尚未得到充分重视与利用。本文在分析扬州淮扬菜美食文化旅游产品构成的基础上,以问卷调查的方式考察游客对扬州淮扬菜美食文化旅游产品的认知度及游客偏好。研究发现,目前扬州淮扬菜美食文化旅游产品营销存在产品创意不足、营销手段亟须升级、文化营销理念有待提升、品牌营销意识欠缺的问题,为此笔者提出推出创意旅游产品、构建新媒体营销网络、重视文化营销、强势品牌传播等营销策略。     

丝绸文化产业与浙江旅游的发展

“发展化产业、建设化大省”是浙江省“十五”期间的重要任务。本结合浙江省丰富的人旅游资源,尤其是其中璀璨夺目的丝绸化,联系化产业的发展理论,试图从必要性、优越性和现实性等方面出发,论述丝绸化产业在浙江的发展。     

旅游人类学视角下的登封文化旅游产业发展研究

登封是一座国际旅游城市,大力发展文化旅游产业是促进登封旅游产业可持续发展的一种选择。本文采用规范的理论方法,以文化人类学为主,结合社会学、旅游学等多学科进行综合研究,通过田野调查法、深描法、文献归纳及逻辑推理等人类学的研究方法,以旅游人类学独特的视角,从登封的人文地理——"佛""儒""道"三教合一、世界旅游发展大趋势下登封旅游文化的独特性与唯一性、登封现阶段主要旅游人群及其心理分析等方面重新审视未来旅游文化产业的新景象。     

Localization and Customer Retention for Franchise Service Systems

This is one of the first studies to explore customer retention in reference to the franchisee–customer relationship. A subsequent objective was to examine localization and standardization from a franchise unit and system-level perspective. Data was collected using a self-administered survey based on customers of pet grooming services in Australia. Findings suggest that the addition of a customer retention perspective reveals a greater depth to the franchisee–customer relationship. Importantly, this implies that there are additional factors likely to influence franchisee–customer retention within franchise outlets. We suggest that individual franchise units, in cooperation with local customers, should co-create local marketing initiatives.     

A Markov Analysis of Customer Retention and Recruitment

Abstract

This paper develops a Markov analysis of customer retention and recruitment for the service industry. It establishes the trade-off between retaining present customers and recruiting new customers and demonstrates that retention is essential in achieving high market share. Retention and recruitment cost functions are developed which allow managers to evaluate the effectiveness of service improvement programs and marketing campaigns and to predict returns for each type of investment. The model then determines the retention and recruitment investment levels that will maximize market share. The model is applied to data from a service organization to examine retention and recruitment in an actual service organization.     

安徽省区域旅游文化产业核心竞争力及其培育路径研究

首先将旅游文化产业的核心竞争力划分为五大类型,然后基于国内外对旅游产业竞争力评估的已有研究成果,构建出安徽省旅游文化产业竞争力评估指标体系,并进行了聚类分析,最后给出了安徽省区域旅游文化产业核心竞争力培育的建议。     

顾客转换障碍的内涵及其在营销中的应用

随着竞争的日趋激烈,吸引新顾客的成本越来越高,企业为了保留顾客不仅要管理好顾客满意度,同时也要重视转换障碍。转换障碍是指顾客在转换产品或服务提供者时所遭遇到的这种困难和成本的支出,转换障碍可以分为正面转换障碍和负面转换障碍,正面转换障碍反映的是顾客主动保留在主顾关系中,而负面转换障碍反映的是顾客被动保留在主顾关系中。转换障碍在保留顾客计划中具有非常重要的意义。