中英文顧客满意与顾客忠诚的关系研究.docVIP

Customer satisfaction with the relationship between customer loyalty research I. INTRODUCTION Market competition in todays enterprises have taken place in the nature of revolutionary change. For many businesses, it is important the issue is not statistically significant market share, but has a number of loyal customers, that is, the objectives of the competitiveness of enterprises by the number of the pursuit of market share (market share) to the quality of market share (loyalty the number of customers). The number of customer loyalty determines the survival and development of enterprises, but also the fundamental guarantee for long-term stability of enterprises. In accordance with the traditional management and marketing theory, the model of customer loyalty and the way is relatively fixed, that is, through the establishment of customer loyalty customer satisfaction, customer loyalty through the profit and long-term development of enterprises. So, what is customer satisfaction, what is customer loyalty, the relationship between Q, in academia there are still large differences. Based on this, this article is intended to service as an example, on customer satisfaction and customer loyalty to define the concept, at the same time, but also the interaction between the two to do something useful to explore. Second, define the related concepts 1. Customer loyalty. Although customer loyalty in many research papers have emerged on the definition of the concept of customer loyalty, but so far, the academic community has not been the concept of customer loyalty to a unified point of view. I believe that the connotation of the definition of customer loyalty requires not only to describe the act of customer loyalty features (such as repeat purchase behavior), but also stressed that the attitude of the characteristics of customer loyalty, customer loyalty from the customers that the product of love and dependence, is positive and there is continuous. Therefore, the mea