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客户保留驱动因素分析 被引量：5

Analysis of Dynamics in Customer Retention
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摘要 通过比较分析Morgen(2000)和Hennig-Thurau(2002)研究的客户保留驱动因素以及保留结果的中介变量,可以重新系统地整合并提出保留客户的驱动因素。 By comparing the studies made by Morgen (2000) and Hennig-Thurau (2002) on customer retention dynamics and analyzing the intermediate variables, the authors renew the systemic integration and reveal the driving forces behind customer retention.
作者 金萍 陈东 JIN Ping CHEN Dong
机构地区 中国人民大学
出处 《山西财经学院学报》 北大核心 2004年第6期72-76,共5页
关键词 客户关系管理 客户保留 驱动因素和矛盾体 customer relation management customer retention dynamics
分类号 F724.7 [经济管理—产业经济]
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参考文献6

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二级参考文献16

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共引文献3

同被引文献71

引证文献5

二级引证文献19

山西财经学院学报
2004年 第6期

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