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顾客满意度与忠诚度驱动因素研究——以移动通信业为例 被引量:5

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摘要 本文以移动通信业为例,通过实证分析,找出服务质量、顾客感知价值、服务补救等变量对顾客满意度与忠诚度的综合作用机理,以此提出对理论研究及企业实践有价值的信息。
机构地区 河南财经学院
出处 《商场现代化》 北大核心 2006年第01X期126-128,共3页
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