河北电信运营商客户忠诚度管理研究

发布时间：2018-04-14 17:38

本文选题：电信 + 满意度　；参考：《北京交通大学》2012年硕士论文

【摘要】：现有的文献中,对客户满意度的研究涉及的较多,但对于客户忠诚度的研究则相比较少。本文借鉴前人的研究成果,从理论、实证角度出法,进行结合思考。主要研究的内容包括,在文献研究的基础上,影响客户忠诚的因素的统筹分析；结合企业的访谈结果、调查数据,分析河北电信客户忠诚的影响因素；调研河北电信客户忠诚的管理情况,提出适应于河北电信的忠诚度管理策略。通过大量的调查研究工作,本文得到的主要研究结论有,电信运营商可以通过客户行为、情感表现,了解客户的忠诚情况；电信运营商设置相应的退出壁垒,可以起到较为明显的影响客户忠诚度的作用；客户的在网时间与忠诚度提升之间没有正比关系。
[Abstract]:In the existing literature, there are more researches on customer satisfaction, but less on customer loyalty.This article draws lessons from the predecessor's research achievement, from the theory, the demonstration angle out method, carries on the union ponder.The main contents of this paper are as follows: on the basis of literature research, the factors affecting customer loyalty are analyzed as a whole, and the influencing factors of Hebei Telecom customer loyalty are analyzed in combination with the interview results of enterprises and the investigation data.This paper investigates the management of customer loyalty of Hebei Telecom, and puts forward the strategy of loyalty management suitable for Hebei Telecom.Through a lot of investigation and research work, the main research conclusions of this paper are: telecom operators can understand customer loyalty through customer behavior, emotional performance, telecom operators set up corresponding exit barriers,It can play a significant role in influencing customer loyalty; there is no direct relationship between customer time and loyalty promotion.
【学位授予单位】：北京交通大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F626;F274

【参考文献】