新形势下我国汽车服务业顾客忠诚战略研究  

Study on Customer Loyalty Program in Automobile Industry in China

作　　者：陈青[1] 

机构地区：[1]广东轻工职业技术学院汽车系,广东广州510300

出　　处：《武汉职业技术学院学报》2010年第1期41-43,共3页Journal of Wuhan Polytechnic

摘　　要：以4S店为例,分析金融海啸新形势汽车服务业面临的挑战,提出实施顾客忠诚战略有利于形成竞争壁垒,构建赢利优势,并针对汽车服务业顾客忠诚的关键因素,提出汽车服务业培养顾客忠诚的若干实施策略,对于我国汽车服务业制定新形势下的经营策略具有较强的借鉴意义。Customer loyalty is very important to the realization of maximum profit in the line of auto service. Every satisfied customer is not loyal customer,but loyal customer must be satisfied. Now auto service firms focus a lot on how to make satisfied customer loyal. With the example of 4S franchised stores,the paper analyzes the meanings, importance and influencing factors of customer loyalty, and the challenges that the auto industry is faced with, and puts forward the suggestions and steps to be taken, which is especially helpful to business circles.

关 键 词：顾客忠诚战略 顾客满意度 顾客让渡价值 竞争优势 

分 类 号：F719[经济管理—产业经济]