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31.
顾客满意策略与顾客满意营销 总被引:3,自引:0,他引:3
许项发 《西安财经学院学报》2003,16(3):65-68
在情感消费时代,企业不再以质量达标、自己满意为经营理念,而是以顾客满意、赢得顾客高度忠诚为经营理念。企业营销策略不再以争取或保持市场占有率为主,而是以保持顾客份额和顾客忠诚为主。而顾客满意策略正是企业获取顾客“货币选票”的制胜法宝。以顾客至上为理念,让顾客参与产品设计、提供全程高附加值的服务、个性服务、培育顾客忠诚,是CS时代顾客满意营销的主要策略。 相似文献
32.
乡村休闲旅游地游客满意度评价研究——以成都市三圣乡幸福梅林为例 总被引:3,自引:0,他引:3
以成都市三圣乡幸福梅林为例,研究乡村休闲旅游地的游客满意度评价。研究表明,游客在评价总体满意度时,游客的总体期望差异与总体满意度有较大的相关性,而目的地与游客最佳目的地、其他同类目的地的比较优劣与总体满意度的相关性小;在评价具体评价因子时,游客的期望并不清晰,对具体评价因子感知实绩与满意度的评价差异不显著,感知实绩能有效地反映游客的满意度;游客满意度不仅与游客的推荐意愿正相关,而且也与游客的重游意愿正相关。 相似文献
33.
从提高顾客满意度(CS)的视角,研究了生态供应链(ESC)环境下绿色采购决策优化问题。利用两状态、时间离散的Markov链描述了CS的动态转移过程,以赋值形式引入利润变量,建立了ESC绿色采购决策的随机优化模型,体现了顾客导向的思想;并且给出了应用算法释例。 相似文献
34.
Materialism, status signaling, and product satisfaction 总被引:1,自引:0,他引:1
The consumer satisfaction literature has not, for the mos part, integrated individual values into the product evaluation process.
Yet a comprehensive understanding of consumer satisfaction can best be attained by including both consumer and product factors.
To demonstrate the usefulness of including individual values, this research focuses on one consumer value, namely, materialism.
The authors empirically explore how this individual value is linked to consumers’ evaluations of products they have purchased.
Using surveys, the authors collected data from a sample of college students (n=211) and a sample of adults (n=270). Across these two studies, using divergent samples and products, they find consistent evidence that materialism is negatively
related to product satisfaction in product categories with high potential for status signaling, but unrelated to product satisfaction
in product categories with lower potential for status signaling. The consumption goals that produce these product evaluations
are empirically addressed
Jeff Wang (jianfeng76@yahoo.com; PhD, City University of Hong Kong) is an assistant professor of marketing in the Faculty of Business
at the City University of Hong Kong. This work was conducted when he was a doctoral student of marketing in the Eller College
of Management at the University of Arizona. His research interests include social networks and consumer behavior, consumer
satisfaction and well-being, materialism and consumption meanings, and consumer interests and public policy issues. His dissertation
studies credit card debt as a socially embedded phenomenon and investigates how consumers leverage their interpersonal ties
as they accumulate and repay their debt.
Melanie Wallendorf (mwallendorf@eller.arizona.edu) is Soldwedel Professor of Marketing in the Eller College of Management at the University
of Arizona. She holds an MS in sociology and a PhD in marketing from the University of Pittsburgh. Her articles on the sociocultural
aspects of consumption have been published in theJournal of Consumer Research, Journal of Marketing Research, Advertising and Society Review, Addiction, Journal of Macromarketing, andAmerican Behavioral Scientist, among others. Her coauthored article on “The Sacred and Profane in Consumer Behavior” won theJournal of Consumer Research Best Article Award in 1992. Her research has been featured in theWall Street Journal, The Washington Post, The New York Times, American Demographics, andFortune, and has been funded by the Marketing Science Institute, the Arizona Disease Control Research Commission, and the Office
of Earth Science at NASA. 相似文献
35.
An empirical test of trust-building processes and outcomes in sales manager-salesperson relationships 总被引:1,自引:0,他引:1
Thomas G. Brashear James S. Boles Danny N. Bellenger Charles M. Brooks 《Journal of the Academy of Marketing Science》2003,31(2):189-200
This study examines three trust-building processes and outcomes in sales manager-salesperson relationships. This study, based
on a sample of more than 400 business-to-business salespeoples from a variety of industries, shows two trust-building processes
(predictive and identification) to be significantly related to salesperson trust in the sales manager. Interpersonal trust
was found to be most strongly related to shared values and respect. Trust was directly related to job satisfaction and relationalism,
and indirectly related to organizational commitment and turnover intention.
Thomas G. Brashear (brashear@mktg.umass.edu) (Ph.D., Georgia State University) is an assistant professor of marketing in the Isenberg School
of Management at the University of Massachusetts-Amherst.
James S. Boles (jboles@gsu.edu) (Ph.D., Louisiana State University) is an associate professor of marketing in the Robinson College of Business
at Georgia State University. His research has appeared in a variety of journals, including theJournal of Marketing, theJournal of Business Research, theJournal of the Academy of Marketing Science, theJournal of Retailing, theJournal of Personal Selling and Sales Management, and theJournal of Applied Psychology. His areas of research interest include personal selling, sales management, key and strategic account management, and business
relationships.
Danny N. Bellenger (mktdnb@langate.gsu.edu) (Ph.D., University of Alabama) is currently chairman of the Marketing Department in the Robinson
College of Business at Georgia State University. His research has appeared in a number of academic journals including theJournal of Marketing Research, theJournal of Marketing, theJournal of Advertising Research, theCalifornia Management Review, theJournal of Retailing, theJournal of Personal Selling and Sales Management, Industrial Marketing Management, and theJournal of Business Research. He has authored four monographs and four textbooks on marketing research, sales, and retailing.
Charles M. Brooks (brooks@quinnipiac.edu) (Ph.D., Georgia State University) is an associate professor and chair of the Department of Marketing
and Advertising at Quinnipiac University. His research has appeared in theJournal of Business Research, theJournal of Retailing, Marketing Theory, and theJournal of Marketing Theory and Practice. 相似文献
36.
顾客忠诚维度的企业赢利策略研究 总被引:2,自引:0,他引:2
在一个很长的历史时期,市场份额被管理者看成是衡量一个企业能否获取高额利润的重要指标.直到20世纪80年代这一观念才开始改变。大量研究表明,市场份额和企业利润的相关度在大大降低,而顾客忠诚度则成为与企业高利润更为密切相关的因素。因此,企业要实现其利润最大化,必须重视培养顾客对企业的忠诚度。 相似文献
37.
我国超市发展的现状及对策 总被引:1,自引:0,他引:1
文章以即将加入WTO ,世界一些知名的经销商将更多地进入中国市场为背景 ,分析了现阶段我国超市经营中存在的问题 ,提出了相应的对策。 相似文献
38.
39.
《Socio》2021
In the higher educational setting, students provide a relevant contribution to the quality of educational services. In such a context, the measurement of the perceived quality and related satisfaction for the university experience are of primary interest to evaluate the efficiency and efficacy of the learning processes. In this contribution, we aim at assessing the overall quality of the graduates’ university experience in terms of internal and external efficacy by applying the ECSI (European Customer Satisfaction Index) methodology, based on structural equation models and primarily developed in the context of customer satisfaction. For this aim, we propose a modified ECSI model tailored for the higher educational setting, explicitly taking into account the differences among groups of degree program. The study is carried out on data collected by the AlmaLaurea surveys at the University of Florence (Italy) in the period 2014–2017 and concerns a sample of more than 2,000 graduates. We find out eight latent variables that contribute to define the overall quality of university experience. These variables are differently affected by the type of degree program, with the highest levels of external efficacy observed for degree programs belonging to the educational, health, and engineering groups. It also turns out that interventions on the internal efficacy (i.e., quality of hardware and quality of humanware) have a direct positive effect on the university (i.e., loyalty) and an indirect positive effect on the society (i.e., external efficacy). 相似文献
40.