顾客忠诚研究述评  

On Customer Loyalty

作　　者：霍映宝[1] 韩之俊[1] 

机构地区：[1]南京理工大学经济管理学院,江苏南京210094

出　　处：《商业研究》2004年第4期77-80,共4页Commercial Research

摘　　要：国内外学者对顾客忠诚的认识与理解存在着很宽泛的观点与争论。然而,众多学者的研究结果表明,顾客忠诚对企业的底线收益比市场份额、单位成本以及企业赢利能力相关的其它因素具有更强的效应。为此,全面深入了解顾客忠诚的内涵以及与其相关概念的关系对企业的顾客关系管理乃至企业的长久发展意义极大。Even though both Chinese and foreign researches cannot reach the agreement on the issue of customer loyalty, their work still indicates that customer loyalty means more to enterprises than any other factors relevant to the profitability of enterprises such as market share and cost. Therefore, it is of great importance for the enterprises' growth as well as customer relationship management to research into the essence and other relevant conceptions customer loyalty.

关 键 词：顾客忠诚度 企业管理 市场营销 供应链管理 顾客价值 消费心理 顾客满意度 

分 类 号：F274[经济管理—企业管理] F713.55[经济管理—国民经济]