| 张辉,邹长城.顾客认知忠诚的规范解释与模型[J].,2007,8(1):46-49 |
| 顾客认知忠诚的规范解释与模型 |
| A Normative Approach to the Customer''''s Cognitive Loyalty and its Model |
| 修订日期：2006-11-21 |
| DOI： |
| 中文关键词: 顾客忠诚,知识,认知 |
| English Keywords:customer loyalty,knowledge,cognition |
| Fund Project: |
| ZHANG Hui ZOU Chang-cheng |
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| 摘要点击次数: 829 |
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| 中文摘要: |
| 依据消费者行为理论与认知理论,将顾客忠诚定义为顾客的一种知识。然后把影响顾客忠诚的因素分为关系赢利性评价因素与关系风险性评价因素,提出了基于认知过程的顾客忠诚模型。最后用顾客忠诚模型分析了忠诚悖论的原因。 |
| English Summary: |
| Customer loyalty is defined as a sort of knowledge on the basis of theory of consumer behavior and the theory of cognition.The influential factors on the customer's cognitive loyalty can be classified into evaluative factors of relationship profitability and relationship risk.A new customer loyalty model based on the cognitive process is established in this article.Lastly,it explains the customer loyalty paradox with this brand new model. |
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