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customer loyalty
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  customer loyalty
The results show a three-way interaction effect among the MOA factors, that the MOA model does predict the level of C2C exchange, and that C2C exchange does enhance service value perceptions and customer loyalty intentions.
      
Both technical and functional service quality are hypothesized to have a reduced relationship with customer loyalty as perceived switching costs increase.
      
Technical service quality is hypothesized to be a more important determinant of customer loyalty than functional service quality as expertise increases.
      
This study investigates the effects of customer investment expertise and perceived switching costs on the relationships between technical and functional service quality and customer loyalty.
      
Customer relationship dynamics: Service quality and customer loyalty in the context of varying levels of customer expertise and
      
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The paper discusses the necessity of the application of fuzzy sets model of American customer satisfaction index(ACSI). Three pairs of evaluation factors, such as customer expectations recognition quality, recognition quality/price level, customer complains/customer loyalty, are abstracted to develop a fuzzy comprehensive evaluation model of customer satisfaction valuation.

阐述顾客满意度测评中应用模糊集合论的观念和方法的必要性,本文在美国顾客满意度指标(ACSI)的计量经济模型的基础上提取顾客期望与感知质量,感知质量与价格等级,顾客抱怨与顾客忠诚三对测评因素,以模糊综合评判的方法,构建了顾客满意度测评的模糊集合论模型。

A synthesized theory model which describes the relationships between customer loyalty and its determining factors is put forward by integrating current related research result. Based on Chinese IT distribution industry, with the help of a professional survey company, a sample data of 367 actual customers is collected. Then, the customer loyalty model is tested by means of the statistical analysis method of structure equation modeling(SEM). The result shows that customer perceived value,...

A synthesized theory model which describes the relationships between customer loyalty and its determining factors is put forward by integrating current related research result. Based on Chinese IT distribution industry, with the help of a professional survey company, a sample data of 367 actual customers is collected. Then, the customer loyalty model is tested by means of the statistical analysis method of structure equation modeling(SEM). The result shows that customer perceived value, customer satisfaction, customer trust and customer switching cost are the four determinants of customer loyalty, and among them the customer perceived value has the most important affection to customer loyalty. The guidance significance of experimental research conclusions to CRM is discussed.

在现有研究成果的基础上提出了一个描述客户忠诚与其决定因素之间关系的综合理论模型.选择中国IT分销行业为背景,聘请专业调研公司以上门走访的方式收集了367个企业客户的样本数据,然后利用结构方程建模(SEM)软件EQS5.7b,对该模型作了检验.检验结果表明:客户认知价值、客户满意、客户信任和转移成本是客户忠诚的四个决定因素,其中客户认知价值是核心决定因素,对客户忠诚有着最大的影响.讨论了实证结论对企业CRM实践的指导意义.

Brief introduction of the significance of customer loyalty, proposing the definitions of costomer psychology, language and behavoir loyalty as well as the definition of customer loyalty degree and the basic principles of the evaluation. Based on this, try to establish the evaluation model by means of fuzzy deduction and comprehensive fuzzy evaluation to be followed by demonstration studies.

简述顾客忠诚的意义 ,提出顾客心理、言语、行为忠诚的概念 ,提出顾客忠诚度的定义和测评基本原理 ,并在此基础上构建以模糊推理和模糊综合评判为主要工具的测评模型 ,且进行实证研究

 
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