顾客满意与顾客忠诚关系探究  

Relation Inquiry Between Customer Satisfaction and Customer Loyalty

作　　者：王雪丽[1] 毛婧[1] 

机构地区：[1]石家庄铁路职业技术学院,河北石家庄050041

出　　处：《石家庄铁路职业技术学院学报》2008年第1期75-78,共4页Journal of Shijiazhuang Institute of Railway Technology

摘　　要：顾客满意不一定导致重复购买,这就是所谓的顾客满意陷阱。在界定顾客满意和顾客忠诚内涵的基础上,利用卡诺模型和赫茨伯格的双因素理论对这一现象进行分析,试图对客户满意陷阱形成的原因做出解释。Customer satisfaction does not necessarily lead to repeat purchase, which is the so-called customer satisfaction trap. Based on defining customer satisfaction and customer loyalty, and analyzing this phenomenon by using the KANO model and Herzberg＇s double-factor theory, the paper attempts to explain the customer satisfaction trap.

关 键 词：顾客满意 顾客忠诚 顾客满意陷阱 卡诺模型 双因素理论 

分 类 号：F253[经济管理—国民经济]