期刊文献+

中国移动通信业转换成本的实证分析

下载PDF
导出
摘要 近年来,转换成本对顾客忠诚度的影响已经引起学术界的广泛关注。本文首先回顾了转换成本的内涵及分类,然后以中国移动通信业为背景对各家企业的转换成本进行了测度,并于其经营绩效相比较,最后给出了基于转换成本建立顾客忠诚的管理建议。
作者 陈杨
出处 《现代商业》 2009年第35期152-152,151,共2页 Modern Business
  • 相关文献

参考文献4

  • 1(美)迈克尔·波特著,陈小悦译.《竞争战略》,华夏出版社1997年版.
  • 2严浩仁.服务业转换成本的形成机理与管理策略[J].商业经济与管理,2003(8):18-21. 被引量:8
  • 3Klempener,Marketing Consurmer Switching Costs[J].The Quarterly Joural of Economics.
  • 4Oz Shy(2002),A quick--easy method for estimating Switching Costs[J].International Journal of Industrial Organization.

二级参考文献6

  • 1Ellen Garbarino, Mark S Johnson. The different roles of satisfaction, trust, and commitment in customer relationships. Journal of Marketing (April 1999): 70---87.
  • 2Ruth N Bolton, Katherine N Lemon. A dynamic model of customers' usage of services: Usage as an antecedent and consequence of satisfaction [J]. Jounral of Marketing Research (May 1999).
  • 3Kenneth L. bernhardt, Pamela A. kennett. A Longitudinal Analysis of Satisfaction and Profitability [ J ]. Journal of Business Research47, 161--171 (2000).
  • 4Diane Halstead. the use of comparson standards in customer satisfaction ressearch and management: A review and proposed typology[J]. Journal of Marketing Theory and Practice. (Summer 1999) : 13--26.
  • 5Ruth N Bolton, Katherine N Lemon. A dynamic model of customers' usage of services: Usage as an antecedent and consequence of satisfaction [J]. Journal of Marketing Research (May 1999).
  • 6Michael A. Jones, David L. Mothersbaugh, Sharon E. Beatty. Why customers stay: measuring the underlying dimensions of services switching costs and managing their differential strategic outcomes [J]. Journal of Business Research 55 (2002) 441--450.

共引文献8

相关作者

内容加载中请稍等...

相关机构

内容加载中请稍等...

相关主题

内容加载中请稍等...

浏览历史

内容加载中请稍等...
;
使用帮助 返回顶部