通信产业客户忠诚度的驱动研究  

A study on the driving factors of customer loyalty in the communication industry

作　　者：苏静[1] 

机构地区：[1]北京邮电大学网络教育学院,北京100088

出　　处：《北京邮电大学学报（社会科学版）》2007年第5期49-53,共5页Journal of Beijing University of Posts and Telecommunications(Social Sciences Edition)

摘　　要：通信产业是我国国民经济发展的基础产业,伴随经济的发展和社会信息化程度的提高,通信消费日益增加。面对当前通信产业的竞争局面,客户忠诚度计划与管理成为运营商倍加关注的问题,本文将双因素理论运用于客户忠诚度研究,旨在探寻客户忠诚度的驱动因素,从而为客户忠诚度提出有效的提升策略。qhe Comnunication industry is among the basic industries promoting the state economic development, and it witnesses day by day an increase in expenses along with the economic development and the enhancement of the informatization. In response to the competition in the communication industry, operators have closely tumed their attention to the plan and management of customer loyalty. In this article, the motivation-hygiene theory is applied to the customer loyalty study in pursuit of driving factors of customer loyalty, thus proposing an effective promotion strategy for customer loyalty.

关 键 词：客户忠诚度 双因素理论 客户价值 客户激励成本 

分 类 号：F606[经济管理—产业经济]