摘要
文章首先对"顾客体验"内涵和"顾客忠诚"界定的相关研究进行了简单的回顾和分析,而后从"顾客体验"与"顾客忠诚"的相关性、"顾客体验"对"顾客忠诚"的影响性质、影响路径以及"顾客忠诚"对顾客体验的反作用等几个方面对顾客体验与顾客忠诚的关系进行了梳理,以期为今后的相关研究提供参考。
出处
《中国市场》
北大核心
2008年第44期22-24,共3页
China Market
参考文献19
-
1[1]Pine Ⅱ,Joseph B.and James H.Gilmore,Welcome to the Experience Economy[J].Harvard Business Review,1998,76(4):97-105.
-
2[2]Shaw,C&lvens,Building Great Customer Experiences[M].New York:MacMillan,2005.
-
3[3]Jason M.Carpenter,Consumer Shopping Value,Satisfaction and Loyalty in Discount Retailing[J].Journal of Retailing and Consumer Services,2008(15):358-363.
-
4[4]Jacoby,J,Kyner,D.B.,Brand loyalty vs.Repeat Purchasing Behavior[J].J0urnal of Marketing Research,1973(10):1-9.
-
5[5]Olives,R.L,Whence Consumer Loyalty?[J].Journal of Marketing (special issue),1999(63):33-44.
-
6[6]Dick,A.S.,Basu,K.,Customer Loyalty:toward an Integrated Conceptual Framework[J].Journal of the Academy of Marketing Science,1994,22 (2):99-113.
-
7[7]D.D.Gremler &S.W.Brown,Service loyalty[M].Antecedents,Components and Outcomes American Marketing Association Winter Conference,1998.
-
8[8]R.N.Bolton,P.K.Kannan and M.D.Bramlett,Implications for Loyalty Program Membership and Service Experiences for Customer Retention and Value[J].Journal of the Academy of Marketing Science,2000(28):95-108.
-
9[9]Chiara Gentile,Nicola Spiller,Giuliano Noel,How to Sustain the Customer Experience:An Overview of Experience Components that Co-create Value With he Customer[J].European Management Journal,2007.25,(5),395-410.
-
10[10]Chang,H.H.,&Chen,S.W.,The Impact of Customer Interface Quality,Satisfaction and Switching Costs on E-loyalty:Internet Experience as a Moderator[J].Computers in Human Behavior,2008,(10):1016.
同被引文献9
-
1董大海,李广辉,杨毅.消费者网上购物感知风险构面研究[J].管理学报,2005,2(1):55-60. 被引量：116
-
2陆娟.服务忠诚驱动因素与驱动机理——基于国内外相关理论和实证研究的系统分析[J].管理世界,2005,21(6):107-114. 被引量：30
-
3Reichheld,Frederick F.and Sasser,Jr.,W.Earl, Zero Defections: Quality comes to Service [J]. Harvard Business Review,1996(2).
-
4Oliver,Richard L. Whence Consumer Loyalty? [J]. Journal of Marketing, 1999(63).
-
5Smith,E.R.Seven.Steps to Building E-Loyalty [J ].Medical Marketing and Media, 2001 (3).
-
6马斐.体验式营销--实用技巧与成功案例[M]{H}北京:电子工业出版社,20121.
-
7迈克.福克纳;闾佳.卓越客户管理的12种方法[M]{H}北京:机械工业出版社,2005.
-
8卢光发.基于消费者体验营销的顾客忠诚度诠释及其提升策略[J].商业时代,2010(28):24-25. 被引量：5
-
9张静.零售业顾客体验对顾客忠诚的影响路径研究[J].西部论坛,2011,21(1):96-101. 被引量：3
