服務(wù)產(chǎn)品顧客滿意度與顧客忠誠(chéng)關(guān)系調(diào)節(jié)因素的實(shí)證分析.pdf

1、東北大學(xué)碩士學(xué)位論文服務(wù)產(chǎn)品顧客滿意度與顧客忠誠(chéng)關(guān)系調(diào)節(jié)因素的實(shí)證分析姓名：李藝申請(qǐng)學(xué)位級(jí)別：碩士專業(yè)：企業(yè)管理指導(dǎo)教師：馬欽海20050201東北大學(xué)碩士學(xué)位論文DemonstrationAnalysisoftheRegulatingFactorsAbouttheRelationsofServiceProductsCustomerSatisfactionandCustomerLoyaltyAbstractWiththearrivalt

2、imesofserviceeconomyserviceenterprisesarefacingthekeencompetitionenvironmentandeveryoneisseekingforthewaytosurviveforever.Loyalcustomersarethefoundationofenterprisessurvivalanddevelopmentandthesourceofenterprisesproducin

3、gvalueandincome.Theyarethefootstonethatenterprisesobtainprofitsandgrowupcontinuously.Thereforesince1990sfosteringthehighqualityloyalcustomersbecomesthegoalthatenterprisespursued.Inordertoestablishinanunassailableposition

4、inkeencompetitionenterprisesmustchangethemanagementideaandcultivateloyalcustomers.Businessmenandacademiapaycloseattentiontothisandhaveprobedintothemethodtofosterloyalcustomersfrommanagementpracticeandacademictheory.There

5、searchhassuggestedthatcustomersatisfactionisthepreconditionofcustomerloyaltyandproposedthatonlythesatisfactorycustomermaybecometheloyalcustomer.Howeverinthefactiftheypursuetheexcessivegoaltosatisfythecustomersenterprises

6、canoftenbeputintothesatisfiedtrap.Thereforecustomersatisfactionandcustomerloyaltyarenotthesimplelinearityrelationandsomeofregulationfactorswillcertainlyexistbetweenthemtomakeitacurve.Inadditionpastresearchesaremainlybase

7、donthetangibleproducts.Thereisrelativelylessstudyonintangibleproducts.Itisraretosystemicallyanalyzetheregulationfactorsabouttherelationofcustomersatisfactionandcustomerloyaltyintheservicefield.Becauseofabovementionedback

8、groundsconsultingthemodernservicemanagementtheoriestheauthorusesthedemonstrationanalyticalmethodregardsserviceproductsastheresearchobjectandmakesadeepresearchontheregulationfactorsabouttherelationofcustomersatisfactionan