顾客契合研究综述  

A Literature Review of Customer Engagement

作　　者：荆宁宁[1,2] 李德峰[1] 

机构地区：[1]河海大学商学院,江苏南京211100 [2]"世界水谷"与水生态文明协同创新中心,江苏南京211100

出　　处：《外国经济与管理》2015年第7期33-45,共13页Foreign Economics & Management

摘　　要：高度变化的商业环境凸显了在营销和服务管理等领域研究顾客契合的重要性,基于互动体验和价值共创的顾客契合受到了企业界和学术界越来越多的关注。国外的一些机构和学者对顾客契合进行了详细的研究,并取得了许多有价值的成果。但是,国内的研究滞后于国外,成果相对较少。鉴于此,本文从顾客契合的定义、测量、与相似概念的关系、价值以及研究模型等方面对国内外的现有研究进行了综述,并对未来的研究方向进行了展望。The rapid change of business environment reflects the importance of customer engagement research in marketing management, services management and other relevant fields. Customer engagement based on interaction experience and value co-creation attracts more and more attention from business world and academia. As a result, some foreign organizations and scholars have done detailed customer engagement research and have obtained some valuable achievements. However, domestic research lags behind foreign research and achievements are relatively rare. Accordingly,this paper makes a systematic literature review of customer engagement through several aspects：concept, measurement, relationships with similar concepts, value and models. Finally, it makes prospects for future research directions.

关 键 词：顾客契合 契合价值 契合心理 契合行为 顾客关系 

分 类 号：F270[经济管理—企业管理]