顾客感知价值:研究述评与展望

CUSTOMER PERCEIVED VALUE: REVIEW AND PROSPECT

顾客感知价值是知识管理领域的重要研究课题。在外部环境不确定和内部资源约束的情境下,企业不仅需要利用好有形资源,更重要的是要组织、协调和管理好无形资源,特别应利用好知识。提升知识管理能力,建立有效的知识管理体系,加强对知识的管理、利用和升级对企业的发展尤为重要。通过对顾客感知价值研究已有文献的梳理,总结了顾客感知价值的内涵、特征、维度、测量方法和影响,并对其研究现状进行了相关评述。在此基础之上,从顾客和产品服务两方面对企业的顾客价值管理提出了建议,并对未来研究进行了展望。

Customer Perceived Value （CPV） is an important research topic in the field of knowledge management. Under the circumstances of uncertain external environment and internal resource constraints, it is necessary for enterprises not only to make good use of tangible resources, but also to organize, coordinate and manage intangible resources, especially knowledge. It is particularly vital for the development of enterprises to improve their knowledge management, establish an effective knowledge management system and enhance the management, utilization and upgrading of knowledge. The article reviews the existing literature on CPV, summarizes the connotation, feature, dimension, measurement and impact of CPV, and comments on the current research. On this basis, suggestions are proposed for customer value management of enterprises from the aspects of both customer and product services. And the related research in the future is believed to be prospective.