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文章通过对现有顾客满意度模型的回顾评述,重新明确了感知价值理论思想,并引入顾客关系相关变量,从价值—关系视角确定了顾客满意的四个前置变量(企业形象、顾客期望、感知成本、感知质量)和两个结果变量(顾客信任和顾客忠诚),重新界定了各变量的概念,对各变量间的驱动关系进行了详细地阐述,构建出了基于价值—关系视角的顾客满意度驱动模型。
By reviewing and commenting on the existing customer satisfaction model, the article redefined the perceptual value theory and introduced the variables related to customer relationship to determine the four pre-customer satisfaction variables (corporate image, customer expectation, Perceptual cost and perceived quality) and two outcome variables (customer trust and customer loyalty), redefine the concept of each variable, elaborate the driving relationship among variables, and construct a customer based on value-relationship perspective Satisfaction driven model.