顾客让渡价值与顾客满意度等价性研究
he Study of Equivalence Between Customer Delivered Value and Customer Satisfaction
顾客满意度理论应用在产品的市场化推进过程中起着重要甚至是决定性的作用，较高的顾客满意度会给厂家带巨大利润。顾客让渡价值理论从消费者角度对提高消费者满意度指出了具体的操作措施。另外，从顾客让渡价值角度来看，顾客让渡价值理论内容涵盖了顾客满意度的各个影响因素。本文从顾客满意度测评模型角度出发，对影响顾客满意度的因子进行总结归类，从理论层面对顾客满意度和顾客让渡价值的等价性进行探讨。并采用问卷调查方法收集数据，通过因子分析方法对数据进行整理分析，最终验证两者等价性的科学性。
he Customer Satisfaction plays important and decisive roles in promoting marketing products, higher Customer Satisfaction will take more profits to manufacturers. Customer Delivered Value gives specific operating measures to improve The Customer Satisfaction from the view of the customers. Besides, Customer Delivered Value involves all factors of The Customer Satisfaction. This article starts from the measurement model of The Customer Satisfaction, summarizes the factors which affects The Customer Satisfaction. and discusses the equivalence of The Customer Satisfaction and Customer Delivered Value. Then the study collects data by questionnaire survey method. analyzes the data by The Factor Analysis, finally verifies the scientific equivalence between the The Customer Satisfaction and Customer Delivered Value.
张英奎、徐晓萌
经济计划、经济管理贸易经济
企业管理顾客满意度顾客让渡价值等价性
Business managementThe Customer SatisfactionCustomer Delivered Valueequivalence
张英奎,徐晓萌.顾客让渡价值与顾客满意度等价性研究[EB/OL].(2011-04-27)[2025-07-20].http://www.paper.edu.cn/releasepaper/content/201104-727.点此复制
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