| 基于企业生命周期的顾客满意度和顾客忠诚度研究 |
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| 引用本文： | 王元华,曾凤章.基于企业生命周期的顾客满意度和顾客忠诚度研究[J].数学的实践与认识,2006,36(12):72-79. |
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| 作者姓名： | 王元华 曾凤章 |
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| 作者单位： | 北京服装学院,北京,100029 |
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| 摘 要： | 根据企业的产生和成长,将企业生命周期归结为:初创期、成长期、成熟期、衰退期四个阶段.在企业进入市场时的不同市场环境下,分析企业顾客满意度、企业顾客忠诚度随着企业生命周期变迁而发生的变化,给出变化曲线;分析不同成长类型的企业顾客满意度、企业顾客忠诚度随着企业生命周期的变迁而发生的变化,给出变化曲线;在企业实施不同战略情况下,分析企业顾客满意度、企业顾客忠诚度随着企业生命周期变迁而发生的变化,给出变化曲线.还提出利用顾客忠诚度界定企业生命周期的定量方法.
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| 关 键 词： | 企业生命周期 顾客满意度 顾客忠诚度 |
| 修稿时间： | 2006年6月7日 |
Research on Customer Satisfaction Degree and Customer Loyalty Degree Basing on the Enterprise Life Cycle |
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| WANG Yuan-hua,ZENG Feng-zhang.Research on Customer Satisfaction Degree and Customer Loyalty Degree Basing on the Enterprise Life Cycle[J].Mathematics in Practice and Theory,2006,36(12):72-79. |
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| Authors: | WANG Yuan-hua ZENG Feng-zhang |
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| Abstract: | How customer satisfaction degree and customer loyalty degree of enterprise change along the enterprise life cycle is analyzed in such three kinds of situation as following: ① Enterprise face different market environment when they enter into market.Different enterprise has dissimilar developing model.Enterprise carries different strategies into execution,and every changeable curve in different situation is made,and a quantitative method to bound enteprise life cycle using customer satisfaction degree is put forward. |
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| Keywords: | enterprise life cycle customer satisfaction degree customer loyalty degree |
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