服务企业顾客忠诚度测评探究.docxVIP

服务企业顾客忠诚度测评探究 摘要：围绕服务企业顾客忠诚的态度和行为两个关键因 素，构建服务企业顾客忠诚度评价指标体系，根据评价指标 特点，建立了顾客忠诚度评价模型，定量、科学、客观的评 价服务企业顾客忠诚度，以期为提高服务企业顾客忠诚度提 供参考。 Abstract： According to the attitude and behavior of customer loyalty of service firm, the system of index on customer loyalty of service firm has been abstracted, moreover the model of evaluation for customer loyalty of service firm has been established. Based on this model, the results are quantitative, scientific , correct and can provide important reference on improving customer loyalty of service firm. 关键词：服务企业；顾客忠诚；顾客忠诚度评价模型 Key words: service firm； customer loyalt