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顾客忠诚从何而来?——顾客忠诚影响因素的研究综述 被引量:9

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摘要 通过回顾国内外关于顾客忠诚的大量文献,对顾客忠诚的概念和影响因素进行了一个比较全面的梳理,认为顾客满意、关系信任和顾客价值是忠诚的驱动因素,而转换成本是忠诚的约束因素,可为我国企业提高顾客忠诚度提供参考。
作者 高昉 余明阳
出处 《市场营销导刊》 2008年第4期26-30,共5页
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参考文献28

  • 1顾巍,范贵华,唐华.顾客满意与顾客忠诚的关系研究[J].软科学,2004,18(5):22-25. 被引量:37
  • 2王霞,赵平.耐用消费品行业顾客满意对顾客忠诚的影响研究[J].北京工商大学学报(社会科学版),2003,18(6):41-44. 被引量:12
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二级参考文献22

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同被引文献21

引证文献9

二级引证文献7

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