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題 名 | 消費者行為研究新典範--顧客價值之初探=A New Paradigm of Consumer Behavior Research--The Primary Explore of Customer Value |
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作 者 | 張淑青; 鍾育明; | 書刊名 | 德明學報 |
卷 期 | 22 2003.12[民92.12] |
頁 次 | 頁1-15 |
分類號 | 496.34 |
關鍵詞 | 顧客滿意; 顧客價值; 新典範; Customer satisfaction; Customer value; New paradigm; |
語 文 | 中文(Chinese) |
中文摘要 | 消費者行為研究中,顧客滿意研究的篇幅為數甚為可觀,時至今日仍歷久不衰,是行銷研究中相當成熟的研究領域。二十世紀末,顧客滿意調查與衡量出現缺失,顧客滿意已無法確保市場佔有,促使策略性議題--顧客價值管理的概念逐漸受到重視,本研究目的在於以文獻回顧方式對顧客滿意及顧客價值概念進行理論建構之回顧,再深入探討顧客價值管理與顧客滿意之關聯性,進而推導兩者之因果關係,作為後續實證研究模式建構的建議與參考。 |
英文摘要 | In the field of consumer behavior studies, to date the quantity of customer satisfaction research are numerous, that is a pretty mature study field. In the end of twenty century, there are some spots of customer satisfaction research on survey and measurement, customer satisfaction can not assure of the market share, therefore, a strategic issue--the concept of customer value is becoming important. The purpose of this article is to review the theory construction of customer satisfaction and customer value, and then, the relationship of these two concepts are been discussed, we also explore the relationship of cause and effect for two concepts, in order to offer some suggestions and references for the continuing empirical research on model construction. |
本系統中英文摘要資訊取自各篇刊載內容。