企业声誉对顾客忠诚的作用机制研究
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外国经济与管理 2005 年 第 27 卷第 07 期, 页码：44 - 50
摘要
参考文献
摘要
学术界普遍认为企业声誉作为一项重要的无形资产能为企业持续创造巨额利润,其中的重要原因之一就是企业声誉能够增加顾客忠诚这一重要资源。本文就企业声誉对顾客忠诚的作用机制进行了探索。
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[3]SeyhmusBaloglu.Dimensionsofcustomerloyalty:separatingfriendsfromwellwishers[J].CornellHotelandRestaurant AdministrationQuarterly,2002,(2):47-59.
[4]HeinzKStahl,KurtMatzlerandHansHHinterhuber.Linkingcustomerlifetimevaluewithshareholdervalue[J].Indus trialMarketingManagement.2003,(32):267-279.
[5]HyunseokHwang,TaesooJungandEuihoSuh.ALTVmodelandcustomersegmentationbasedoncustomervalue:a casestudyonthewirelesstelecommunicationindustry[J].ExpertSystemswithApplications,2004,(26):181-188.
[6]FombrunCharles,JandShanleyMark.What’sinaname?reputationbuildingandcorporatestrategy[J].Academyof ManagementJournal,1990,(33):233-258.
[7]徐金发,刘靓.企业声誉定义及测量研究综述[J].外国经济与管理,2004,26(9):25-30.
[8]Gray,EdmundRandBallmer,JohnMT.Managingcorporateimageandcorporatereputation[J].LongRangePlanning,1988,(31):695-702.
[9]Fombrun,CJ.Reputation:realizingvaluefromthecorporateimage[M].Boston:HarvardBusinessSchollPress.1996:1-42.
[10]Fombrun,CJandGardberg,N.Who’stopsincorporatereputation?[J].CorporateReputationReview,2000,(1):13-17.
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[12]ManfredSchwaiger.Componentsandparametersofcorporatereputation—anempiricalstudy[J].SchmalenbachBusiness Review,2004,(56):46-72.
[13]NhaNguyenandGastonLeblanc.Corporateimageandcorporatereputationincustomers’retentiondecisionsinservices[J].JournalofRetailingandConsumerServices,2001,(8):227-236.
引用本文
徐金发, 龚杨达, 刘志刚. 企业声誉对顾客忠诚的作用机制研究[J]. 外国经济与管理, 2005, 27(7): 44–50.
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