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高技术服务业顾客获取途径与关系粘性的实证 被引量：2

An Empirical Study on Customer Acquisition and Customer Relationship Viscosity in High-tech Service Industry
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摘要 顾客获取途径是影响顾客忠诚及顾客价值的一个重要变量,以前的研究更多的关注顾客维持,对顾客未来的发展潜力考虑不多,通过引入顾客关系粘性的概念,将顾客维持与顾客升级综合起来进行考虑,并通过高技术服务业的实证样本,在梳理前人研究文献的基础上建立了7个待验证的假设,运用Logistic回归方法,验证了7个假设。研究的结论发现:不同获取途径所获取的顾客,其关系粘性是不同的,其所带给企业的价值必然是不同的。实证的结论对于目前的高技术服务业顾客获取活动,有很大的指导与启示作用。
作者 郑浩 赵翔 陶虎
机构地区 山东大学经济学院 山东经济学院
出处 《情报杂志》 CSSCI 北大核心 2010年第8期182-187,118,共7页 Journal of Intelligence
基金 教育部人文社科基金"服务业模块化组织的设计 运行与价值创新"(编号:09YJC790173) 山东省中青年科学家科研奖励基金"基于模块化营销组织构建视角的服务业竞争能力生成机制研究"(编号:BS2009SF006) 山东省自然基金"模块营销提升山东省国有企业自主创新能力的机理与实证研究"(编号:Y2008A26) 山东省软科学"模块营销提升山东省国有企业自主创新能力的机理与路径"(编号:2007RKB218)
关键词 高技术服务业 获取途径 关系粘性 LOGISTIC回归
分类号 F720 [经济管理—产业经济]
  • 相关文献

参考文献23

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二级参考文献53

  • 1范秀成,张彤宇.顾客参与对服务企业绩效的影响[J].当代财经,2004(8):69-73. 被引量：52
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共引文献78

同被引文献19

  • 1朱彦.网络环境下的企业声誉管理[J].市场周刊,2009,22(3):36-37. 被引量：5
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引证文献2

二级引证文献3

情报杂志
2010年 第8期

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