Gap Model for Dual Customer Values  

作　　者：侯伦 唐小我 

机构地区：[1]Management School,University of Electronic Science and Technology of China

出　　处：《Tsinghua Science and Technology》2008年第3期395-399,共5页清华大学学报（自然科学版（英文版）

基　　金：Supported by the National Excellent Youth Science Foundation of China (No. 79725002);the Specialized Research Fund for the Doctoral Program of Higher Education (No. 20030614011);the Key Science and Technology Project of the Ministry of Educa-tion of China (No. 105149)

摘　　要：The customer value, the key problem in customer relationship management （CRM）, was studied to construct a gap model for dual customer values. A basic description of customer values is given, and then the gaps between products and services in different periods for the customers and companies are analyzed based on the product or service life-cycle. The main factors that influence the perceived customer value were analyzed to define the ＂recognized value gap＂ and a gap model for the dual customer values was constructed to supply companies with a tool to analyze existing customer value gaps and improve customer relationship management.The customer value, the key problem in customer relationship management （CRM）, was studied to construct a gap model for dual customer values. A basic description of customer values is given, and then the gaps between products and services in different periods for the customers and companies are analyzed based on the product or service life-cycle. The main factors that influence the perceived customer value were analyzed to define the ＂recognized value gap＂ and a gap model for the dual customer values was constructed to supply companies with a tool to analyze existing customer value gaps and improve customer relationship management.

关 键 词：customer relationship management （CRM） customer value gap model 

分 类 号：F274[经济管理—企业管理]