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基于顾客价值的顾客心理契约研究——以电信市场为例 被引量：2

Customer Psychological Contract Research Based on Customer Value in Telecom Industry
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摘要 激烈的竞争环境下,企业要获得一席之地,必须给顾客提供高让渡价值,使顾客形成情感依赖达到忠诚。当然,不管是交易型价值还是关系型价值,都是顾客通过与自己预期值的比较而得到的一种感受,是交换中的顾客依据个人主观判断完成的,可见顾客价值和顾客心理契约是对应的。 Nowadays,companies provide high value to customers to get customers and remain customer loyalty.Either transaction value or relation value is consumer＇s inner feeling by contrast with his expectation,subjective and individual.Customer value and customer psychological contract is coincident.
作者 闻超群 熊高强
机构地区 南京邮电大学经管学院 南京理工大学紫金学院
出处 《企业活力》 2011年第12期36-40,共5页 Enterprise Vitality
关键词 顾客价值 心理契约 顾客满意 顾客忠诚 customer value psychological contract customer satisfaction customer loyalty
分类号 F606.3 [经济管理—产业经济]
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参考文献12

  • 1Llewellyn, N.. The Role of Psychological Contracts within Internal Service Networks [J]. The Service Industries Journal, 2001,21 (1) : 211-226.
  • 2Eddleston,K. A., Kidder, D. L., Litzky, B. E.. Who's the Boss? Contending with Competition Expectations from Customers and Management [J]. Academy of Management Executive, 2002, 16(4) :85-95.
  • 3罗海成.营销情境中的心理契约及其测量[J].商业经济与管理,2005(6):37-41. 被引量：57
  • 4王淑红.基于心理契约基础上的顾客满意管理[J].中南财经政法大学学报,2005(5):124-128. 被引量：16
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二级参考文献23

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  • 8Kotter J. P.. The Psychological Contract:Managing the Joining up Process [J].California Management Review,1973,15(3): 91-99.
  • 9Llewellyn N.. The Role of Psychological Contracts Within Internal Service Networks[J].The Service Industries Journal, 2001,21(1): 211-226.
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共引文献66

同被引文献35

引证文献2

二级引证文献33

企业活力
2011年 第12期

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