| 客户价值研究及其对客户关系管理绩效的影响 |
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| 引用本文： | 孟庆良,韩玉启,陈晓君.客户价值研究及其对客户关系管理绩效的影响[J].运筹与管理,2005,14(1):138-142. |
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| 作者姓名： | 孟庆良 韩玉启 陈晓君 |
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| 作者单位： | 1. 南京理工大学,管理工程教研室,江苏,南京,210094
2. 南京苏创科技有限公司采购部,江苏,南京,210018 |
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| 基金项目： | 教育部重点课题基金资助项目(DEB030271) |
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| 摘 要： | 客户价值研究是客户关系管理研究中的重要内容，本基于客户视角对客户价值进行分析，提出客户价值应包含五个关键维度：功能价值、社会价值、情感价值、知识价值和感知牺牲。同时建立了客户价值对基于客户行为的客户关系管理(CRM)绩效的影响理论模型并提出相关假设，然后通过实证分析验证该假设，最后讨论了实证结果及其对客户关系管理实践的指导意义。
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| 关 键 词： | 企业管理 客户价值 CRM绩效 客户关系管理 |
| 文章编号： | 1007-3221(2005)01-0138-05 |
| 修稿时间： | 2004年4月16日 |
Study of Customer Value and Its Impacts on CRM Performance |
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| MENG Qing-liang,HAN Yu-Qi,CHEN Xiao-jun.Study of Customer Value and Its Impacts on CRM Performance[J].Operations Research and Management Science,2005,14(1):138-142. |
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| Authors: | MENG Qing-liang HAN Yu-Qi CHEN Xiao-jun |
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| Institution: | MENG Qing-liang~1,HAN Yu-qi~1,CHEN Xiao-jun~2 |
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| Abstract: | Customer value plays an important role in customer relationship management(CRM). Based on customer perspective, customer value is analyzed and its key dimensions are identified. Functional value, social value, emotional value, epistemic value and perceived sacrifices are the key dimensions of customer value. Then the evaluation of customer relationship management performance is discussed in terms of customer behavior and customer value, and several hypotheses are proposed in this paper. At last, the hypotheses are tested, which are meaningful for CRM activities. |
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| Keywords: | enterprises management customer value CRM performance customer relationship management |
| 本文献已被 CNKI 维普 万方数据 等数据库收录！ |
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