论顾客价值与顾客导向理论的关联性  

The Relationship between Customer Value and Customer-Oriented Theories

作　　者：王春霞[1] 张明立[1] 

机构地区：[1]哈尔滨工业大学管理学院,黑龙江哈尔滨150001

出　　处：《哈尔滨商业大学学报（社会科学版）》2006年第1期71-75,共5页Journal of Harbin University of Commerce:Social Science Edition

基　　金：国家自然科学基金资助项目(70372045)

摘　　要：顾客是企业经营的中心地位已成为共识,顾客价值理论也日渐受到管理者和研究者的重视。只有全面地阐释顾客价值的概念,并在此基础上分析比较顾客价值与其他顾客导向理论的关联性,才能得出结论:顾客价值与顾客满意、顾客忠诚、服务利润链和顾客关系管理是相互补充的顾客导向思想,顾客价值驱动着顾客满意和顾客忠诚,而服务利润链和顾客关系管理则为顾客价值管理提供了新思路和工具。Companies have come to agreement that customers hold the center position during company＇s operation, and managers and researchers have attached importance to customer value theory increasingly. This paper discusses customer value concept in detail. Then it aanalyzes and compares relationships between customer value and other customer-oriented theories based on the concept. At last, this paper comes to conclusion that coustomer value, customer satisfaction, customer loyalty, service profit chain and customer relationship management are all complementary customer-oriented theories. Their relationship is customer value drives customer satisfaction and loyalty, however, service profit chain and customer relationship management provide customer value management with new ideas and means.

关 键 词：顾客价值 顾客满意 顾客忠诚 顾客关系管理 服务利润链 

分 类 号：F270[经济管理—企业管理]