| 国际服务市场上顾客满意与顾客忠诚关系研究 |
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| 引用本文： | 王文超.国际服务市场上顾客满意与顾客忠诚关系研究[J].科技与管理,2006,8(2):52-55. |
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| 作者姓名： | 王文超 |
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| 作者单位： | 河南财经学院,工商管理系,河南,郑州,450002;中国人民大学,商学院,北京,100872 |
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| 摘 要： | 如何赢得顾客忠诚以及顾客满意与顾客忠诚的关系问题已经成了服务企业国际化过程中新的研究课题。从顾客满意与顾客忠诚的基本含义出发，结合国际服务市场的特征，分析了在国际服务市场上各种因素对顾客满意与顾客忠诚关系的作用路径，并提出培育顾客忠诚的策略与方法。
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| 关 键 词： | 服务企业 顾客满意 顾客忠诚 |
| 文章编号： | 1008-7133(2006)02-0052-03 |
| 修稿时间： | 2005年9月19日 |
Research on the relationship between customer satisfaction and customer loyalty in international service market |
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| WANG Wen-chao.Research on the relationship between customer satisfaction and customer loyalty in international service market[J].Science-Technology and Management,2006,8(2):52-55. |
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| Authors: | WANG Wen-chao |
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| Abstract: | How to win customer loyalty and the relationship between customer satisfaction and customer loyalty have been one of the new research tasks in service firm's internationalization process.Based on the basic meaning of customer satisfaction and customer loyalty,combined with the characteristics of international service market,this text analyses how the factors in the international market influence customer loyalty and brings up the countermeasures and methods to increase customer loyalty. |
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| Keywords: | service firm customer satisfaction customer loyalty |
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