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本文介绍了顾客满意和顾客感知价值及其相关概念,使用相关理论来说明顾客感知价值对顾客满意的重要性,引出对顾客感知价值的分析。利用一个函数表达式将顾客感知价值的构成要素联系起来,以此来探讨顾客感知价值。采用经济学中的无差异曲线相关内容,加入临界点、有效域和失效域,表现总顾客价值和总顾客成本在变动时的各种情况,并且对各种情况进行一一分析,可以得出只有变动临界点,扩大有效域,缩小失效域来提高顾客感知价值,最后给出提高顾客感知价值的途径即“七化”。
This article introduces the customer satisfaction and customer perceived value and its related concepts, using the theory to illustrate the importance of customer perceived value to customer satisfaction, leads to the analysis of customer perceived value. Use a functional expression to connect the components of customer perceived value to explore customer perceived value. Adopting the indifference curve in economics, adding the critical point, effective area and failure area, showing the total customer value and the total customer cost changes in various situations, and analyze the various situations one by one, we can draw Only by changing the critical point, expanding the effective area and narrowing the invalid area to improve the perceived value of the customer, finally gives the way to improve the perceived value of the customer.