Acta Metallurgica Sinica(English letters)
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苏静
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SU Jing
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摘要： 通信产业是我国国民经济发展的基础产业,伴随经济的发展和社会信息化程度的提高,通信消费日益增加。面对当前通信产业的竞争局面,客户忠诚度计划与管理成为运营商倍加关注的问题,本文将双因素理论运用于客户忠诚度研究,旨在探寻客户忠诚度的驱动因素,从而为客户忠诚度提出有效的提升策略。
关键词: 客户忠诚度, 双因素理论, 客户价值, 客户激励成本
Abstract: The Communication industry is among the basic industries promoting the state economic development,and it witnesses day by day an increase in expenses along with the economic development and the enhancement of the informatization.In response to the competition in the communication industry,operators have closely turned their attention to the plan and management of customer loyalty.In this article,the motivation-hygiene theory is applied to the customer loyalty study in pursuit of driving factors of customer
Key words: customerloyalty, motivation-hygienetheory, customervalue, customermotivationcost
中图分类号:
F606
苏静. 通信产业客户忠诚度的驱动研究[J]. Acta Metallurgica Sinica(English letters).
SU Jing. Astudyonthedrivingfactorsofcustomerloyaltyinthecommunicationindustry[J]. Acta Metallurgica Sinica(English letters).
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链接本文: https://journalsk.bupt.edu.cn//CN/
https://journalsk.bupt.edu.cn//CN/Y2007/V9/I5/49
