| 基于顾客价值的顾客心理契约研究——以电信市场为例 |
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| 引用本文： | 闻超群,熊高强. 基于顾客价值的顾客心理契约研究——以电信市场为例[J]. 企业活力, 2011, 0(12): 36-40 |
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| 作者姓名： | 闻超群 熊高强 |
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| 作者单位： | 1. 南京邮电大学经管学院,南京,210046
2. 南京理工大学紫金学院,南京,210046 |
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| 摘 要： | 激烈的竞争环境下,企业要获得一席之地,必须给顾客提供高让渡价值,使顾客形成情感依赖达到忠诚。当然,不管是交易型价值还是关系型价值,都是顾客通过与自己预期值的比较而得到的一种感受,是交换中的顾客依据个人主观判断完成的,可见顾客价值和顾客心理契约是对应的。
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| 关 键 词： | 顾客价值 心理契约 顾客满意 顾客忠诚 |
Customer Psychological Contract Research Based on Customer Value in Telecom Industry |
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| Wen Chao-qun,Xiong Gao-qiang. Customer Psychological Contract Research Based on Customer Value in Telecom Industry[J]. Enterprise Vitality, 2011, 0(12): 36-40 |
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| Authors: | Wen Chao-qun Xiong Gao-qiang |
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| Affiliation: | Wen Chao-qun1,Xiong Gao-qiang2(1.Economics and Management College,Nanjing University of Posts and Communications,Nanjing 210046,China,2.Zijin College,Nanjing University of Technology and Science,China) |
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| Abstract: | Nowadays,companies provide high value to customers to get customers and remain customer loyalty.Either transaction value or relation value is consumer's inner feeling by contrast with his expectation,subjective and individual.Customer value and customer psychological contract is coincident. |
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| Keywords: | customer value psychological contract customer satisfaction customer loyalty |
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