高接触型服务的顾客价值驱动要素实证研究被引量：9

Empirical Research of Customer Value Driven Factors in High-level Customer Contact Service Industries

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摘要国内外研究者对顾客价值的讨论已有不少,但针对高接触型服务行业如何以顾客视角发现顾客价值的驱动因素、如何为顾客创造更多价值的研究却不多。本文从顾客角度出发对高接触型服务行业中顾客价值的驱动要素进行探索,提出一个顾客价值驱动要素模型,同时比较了保险、银行和美发三类高接触型行业中顾客价值驱动要素的顾客感知差异。 Researchers have discussed customer value for a long time, but there is few research about how to find out the driven factors of customer value from the customers＇ view and how to create more value for customers in high- level customer contact service industries. This paper aims to explore customer value driven factors in high- level customer contact service industries from angle of customers, proposes a customer value driven model, and compares the perceived difference of customer value driven factors among insurance, bank and haircut.

作者陈晔白长虹

机构地区南开大学国际商务研究所南开大学商学院

出处《山西财经大学学报》 CSSCI 北大核心 2009年第7期51-59,共9页 Journal of Shanxi University of Finance and Economics

基金南开大学2008年度人文社会科学校内文科青年项目(NKQ08044)

关键词高接触型服务顾客价值驱动要素 high- level customer contact service customer value driven factors

分类号 F270 [经济管理—企业管理]

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参考文献16

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