期刊文献+

网络营销环境下影响客户忠诚度的因素研究 被引量:5

下载PDF
导出
摘要 在竞争越来越激烈的今天,客户已经成为企业最重要的资源。在网络营销环境下,客户忠诚度的影响因素也与传统营销环境下发生了较大的变化,企业在考虑提高客户忠诚度的策略时一定要从客户忠诚度的影响因素出发,努力提高客户忠诚,建立关系信任,具体措施包括建立完整的客户信息系统,多渠道与消费者沟通,为客户提供个性化服务等,从而不断提高客户的满意度和忠诚度,获得和保留稳定的客户,使竞争对手难以模仿和替代。
作者 陈家闯
出处 《商业经济》 2013年第20期64-65,110,共3页 Business & Economy
  • 相关文献

参考文献3

二级参考文献22

  • 1Dick, A. S. and Basu, K.. Customer Loyalty: Toward and Integrated Conceptual Framework. Journal of Academy of Marketing Science, 1994, 22:99-113.
  • 2Zeithaml, V.A.Consumer Perceptions Of Price, Quality, and Value: A Means-end Model and Synthesis of Evidence. Journal of Marketing, July 1988, 52: 2.
  • 3Parasuraman, A., Zeithaml, V.A. and Berry, L.L.. A Conceptual Model of Service Quality and its Implications for Future Research. Journal of Marketing, Fall, 1985, 49: 41-50.
  • 4Gremler, D. D. and Brown, S. W.. Service Loyalty: Its Nature, Importance, and Implications. In Edvardsson, B. et al.(Eds), Advancing Service Quality: A Global Perspective, International Service Quality Association, 1996: 171-80.
  • 5Reichheld, Frederick F.. The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value. Boston: Harvard Business School Press, 1996.
  • 6Schlesinger, L. and Heskett, J.. Breaking the Cycle of Failure in Service. Sloan Management Review, Spring 1991,32: 17-28.
  • 7Zeithaml, V. A., Berry, L. L. and Parasuraman, A.. The Behavioral Consequences of Service Quality. Journal of Marketing, Spring 1996, (49): 33-46.
  • 8Heskett, J. L., Sasser, W. E. Jr and Schlesinger, L. A.. The Service Profit Chain, The Free Press. New York, NY, 1997.
  • 9Gremler, D.D. Word of Mouth about Service Providers: An Illustration of Theory Development in Marketing. In Park, C. W. and Smith, D. (Eds), AMA Winter Educators' Conference Proceedings: Marketing Theory and Applications, American Marketing Association, Chaeago, IL, 1994: 62-70.
  • 10Day, E. and Barksdale, H.C. Jr. How Firms Select Professional Services. Industry Marketing Management, May 1992, 21: 85-91.

共引文献158

同被引文献12

引证文献5

二级引证文献4

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