分类视角下顾客忠诚度影响因素中外研究回顾与综述

A Review of Research on Customer Loyalty Influential Factors Both at Home and Abroad Under the Classification perspective

通过对中国知网CNKI及EBSCO学术数据库的检索,本研究对有关顾客忠诚影响因素的中英文研究成果进行分析与归类。根据研究内容,从综合研究、具体行业、特定情境和关系探讨四个类别系统地评述了有关顾客忠诚的影响因素研究成果,以反映目前海内外学者对"顾客忠诚"影响因素方面的关注热点和议题方向。在文献分析的基础上,本研究对海内外学术研究进行了对比分析,并对未来研究趋势进行了探讨,以期为国内外相关研究提供研究方向方面的意见。

Based on EBSCO & CNKI academic database,the study about the influence factors of customer loyalty both at home and abroad research results were analyzed and classified.According to the research content,four categories,including the comprehensive study,the specific industry,specific situation and relationship discussion,are systematically reviewed to research achievements on the influence factors of customer loyalty,reflecting the hot spots and issues direction concerned scholars on 'customer loyalty' factors. On the basis of literature analysis,this study made a comparison toward academic research at home and abroad,and trend for future research are discussed in this paper,providing research direction for related research in the domestic and foreign.