关系资产与顾客价值

Relational Assets and Customer Value

在知识经济时代,顾客价值成为市场竞争的焦点,价值创造已超越了传统产业经济的假设和模式,关系资产成为影响价值创造的关键要素。对顾客价值常见的几个概念进行了简要的分析比较。在介绍关系资产特性的基础上,阐明了关系资产在顾客价值创造中的作用。并从利益关系、互动行为和价值创新3个方面探讨了关系资产提升的途径。

In the era of knowledge - based economy,customer value is the focus of market competition.Value creation has been beyond the traditional supposition and model of industrial economy.Relational assets become a key factor having an effect on value creation.This paper simply analyses and compares common concepts of customer value.On the basis of attributes of relational assets,it expounds their roles in customer value creation.Furthermore,it explores the ways of enhancing relational attests from stakeholders ' benefit relations,interactive behaviors and value innovation.