| 论现代企业的顾客满意观和顾客资产观 |
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| 引用本文： | 徐伟青.论现代企业的顾客满意观和顾客资产观[J].商业研究,2003,3(6):96-99. |
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| 作者姓名： | 徐伟青 |
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| 作者单位： | 浙江大学,管理学院,浙江,杭州,310028 |
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| 基金项目： | 本文受浙江大学"曙光"计划资助. |
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| 摘 要： | “顾客满意观”和“顾客资产观”都产生于顾客导向时代 ,然而两者的内涵不尽相同 ,“顾客资产观”不是对“顾客满意观”否定而是对其拓展和提升 ,是一种追求可持续顾客满意和企业各利益方共同满意的新观念 ,且两者适用于不同的情境。
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| 关 键 词： | “顾客满意观” “顾客资产观” 顾客终身价值 顾客盈利性 |
| 文章编号： | 1001-148X(2003)06-0096-04 |
| 修稿时间： | 2002年5月17日 |
Modern Enterprises' Customer Concept Customer Satisfaction and Customer Equity |
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| Abstract: | The concept of customer satisfaction and the concept of customer equity have their respective connotations although they were both in the customer-oriented age. The latter doesn't tend to negate but develop and improve the former and it is a new concept which pursues the continuable customer satisfaction and the collective customer satisfaction of all the interest parties in an enterprise. The two customer concepts are applicable to different instances. |
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| Keywords: | concept customer satisfaction concept of customer equity customer lifelong value customer profitability |
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