| 基于顾客满意和顾客忠诚关系的市场细分方法研究 |
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| 摘 要： |
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Market segmentation based on customer satisfaction-loyalty links |
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| Authors: | Xia Wang Ping Zhao Gao Wang Jia Liu |
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| Institution: | (1) School of Business, Renmin University of China, Beijing, 100872, China;(2) School of Economics and Management, Tsinghua University, Beijing, 100084, China |
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| Abstract: | There exist different views and opinions on the links between customer satisfaction and loyalty. This paper suggests that
the impact of customer satisfaction on loyalty varies across customers. This study choose the cell phone industry in China
as an example and segmented customers with a novel method of clusterwise linear regression, based on the association between
customer satisfaction and loyalty. Results revealed sample heterogeneity in relation to the two factors. The loyalty of some
subgroups is positively related to satisfaction significantly, while that of other clusters is independent of satisfaction.
Translated from Nankai Guanli Pinglun 南开管理评论 (Nankai Business Review), 2005, 8(5): 26–30 |
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| Keywords: | customer satisfaction loyalty clusterwise linear regression market segmentation |
| 本文献已被 万方数据 SpringerLink 等数据库收录！ |
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