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.