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)
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 betwee...