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客户忠诚驱动因素探析—基于通信行业 被引量:1

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摘要 本文在明晰客户忠诚概念的基础上,运用层次分析法对通信业客户忠诚度驱动因素进行应用研究,认为客户信任、客户满意和转网成本是影响通信企业客户忠诚的主要因素,其次是客户价值。通信运营商要建立客户忠诚,必须以客户导向的营销理念作为企业经营管理的主导思想;与客户之间建立相互信任的合作关系;提高服务质量,加强技术创新;建立转网成本,以建立客户忠诚。
作者 陈文沛
出处 《商场现代化》 北大核心 2006年第12Z期54-56,共3页
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参考文献4

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