中国物流业客户忠诚的形成机制——价值和满意的不同中介作用及价值的调节效应  

Managing Customer Loyalty in Logistics Services Industry of China——Different Mediating Roles of Customer Value and Customer Satisfaction and Moderating Effect of Customer Value

作　　者：许月恒[1] 

机构地区：[1]山东省宏观经济研究院,山东济南250014

出　　处：《中国流通经济》2015年第11期19-29,共11页China Business and Market

摘　　要：实证研究表明,在中国物流业中,服务质量对客户忠诚有直接的驱动作用,并通过客户价值对客户忠诚产生间接驱动作用,但不能通过客户满意对客户忠诚产生影响;情感因素对客户忠诚的形成不起作用,客户价值对服务质量与客户忠诚之间的关系具有调节效应。因此,企业应不断提升自身的服务质量,提升客户价值,避免陷入"满意误区",把握客户的需求或关注点,从需求的角度设计和传递服务质量。In China＇s logistics industry,service quality has not only a direct but also an indirect impact through customer value on customer loyalty,whereas customer satisfactory has no significant mediating effect among them. The emotional factors have no impacts on customer loyalty;and customer value has the mediating effect on the relationship between service quality and customer loyalty. So,the enterprises should continuously improve their own service quality,improve customer value,avoid the misunderstanding on satisfaction,understand more about the customers＇ needs and focus,and design and deliver service quality from the angle of needs.

关 键 词：物流业 服务质量 客户价值 客户满意 客户忠诚 

分 类 号：F272[经济管理—企业管理]