| 谈服务业顾客忠诚及其培养 |
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| 引用本文： | 茹莉. 谈服务业顾客忠诚及其培养[J]. 商业研究, 2007, 0(5): 141-145 |
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| 作者姓名： | 茹莉 |
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| 作者单位： | 信阳师范学院,经济与管理学院,河南,信阳,464000 |
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| 摘 要： | 随着我国服务市场竞争日益激烈,顾客忠诚对服务业的生存与发展意义重大。影响服务业顾客忠诚的因素是多方面的,包括服务质量、顾客满意、转换成本以及顾客价值等;服务业要培养顾客忠诚,必须有效管理顾客期望,提供超越顾客期望的价值,提高顾客满意度,培养品牌忠诚度,稳定员工队伍。
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| 关 键 词： | 服务业 顾客忠诚 顾客价值 培养 |
| 文章编号： | 1001-148X(2007)05-0141-04 |
| 收稿时间： | 2006-08-30 |
| 修稿时间： | 2006-08-30 |
Customer Loyalty Cultivation in Service Industry |
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| RU Li. Customer Loyalty Cultivation in Service Industry[J]. Commercial Research, 2007, 0(5): 141-145 |
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| Authors: | RU Li |
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| Abstract: | Customer loyalty is significant to the survial and development of enterprises in the highly competitive service market of numerous elements focusing on influeneing customer loyalty, such as service quality, customer satisfaction, shifting cost and customer value. Service enterprises need managing customer expectation effectively, providing more benefits than customer expects, euhivating brand loyalty and stabilizing the work staff. |
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| Keywords: | service industry customer loyalty customer value euhivation |
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