消费者主权时代,企业与顾客的关系变得更加紧密且脆弱,服务业尤为显著。目前国内外学术界对于顾客保留的研究从关系管理、关系营销等着手,研究针对的行业逐步扩大,关于顾客保留影响因素的探究日渐丰富、顾客保留模型日益成熟。 In the era of consumer sovereignty, the relationship between enterprises and customers has become more compact and fragile, and the service industry is particularly prominent. At present, the researches on customer retention both at home and abroad are beginning with relationship management and relationship marketing. The industries under study gradually expand, and the research on the influencing factors of customer retention is becoming more and more abundant. The customer retention model is increasingly mature.