| 基于零售业顾客感知价值对CRM绩效的影响研究 |
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| 引用本文： | 连漪,黄琳.基于零售业顾客感知价值对CRM绩效的影响研究[J].南宁师范高等专科学校学报,2010(5):75-77. |
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| 作者姓名： | 连漪 黄琳 |
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| 作者单位： | 桂林理工大学,广西桂林541004 |
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| 摘 要： | 通过对零售业现状分析,提出顾客感知价值五个关键维度：功能价值、社会价值、情感价值、知识价值、便利价值。在探讨顾客感知价值对CRM绩效影响中,顾客忠诚对CRM绩效的影响最为显著,而顾客感知价值中只有功能价值对CRM绩效有显著影响。
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| 关 键 词： | 顾客感知价值 CRM绩效 顾客满意 顾客忠诚 |
Effect on CRM Performance Based on Customer Perceived Value in Retailing |
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| LIAN Yi,HUANG Lin.Effect on CRM Performance Based on Customer Perceived Value in Retailing[J].Journal of Nanning Junior Teachers College,2010(5):75-77. |
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| Authors: | LIAN Yi HUANG Lin |
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| Institution: | (Guilin University of Technology,Guangxi Guilin,541004) |
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| Abstract: | On the discussion of customer perceived value on CRM performance,the paper finds that customer loyalty plays the most significant impact on CRM performance,while functional value has significant positive impact on CRM performance. |
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| Keywords: | customer perceived value CRM performance customer satisfaction customer loyalty |
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