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浅析提高我国汽车4S店顾客满意的几点对策

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摘要 本文主要基于顾客感知价值视角研究影响顾客满意的主要因素,并以长三角地区汽车4S店为例进行数据统计分析,得出影响因素各个纬度中只有商品价格、售后服务都与顾客感知价值和顾客满意显著相关的结论。此外,顾客感知价值在影响因素和顾客满意的关系中起到了明显的中介作用,顾客期望确实在影响因素与顾客感知价值的关系中存在调节效应,但只针对商品价格因素。同时还根据我国汽车4S店行业发展现状提出了一些务实建议。
作者 韦静
机构地区 浙江大学
出处 《现代商业》 2010年第33期34-35,共2页 Modern Business
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