Analysis of Customer Loyalty with Recommendation to Balance Emotion and Behavior

摘要：

Under the commercial background of lowering switching costs and strengthening intentions to change classifying clients with customer loyalty which defined by repeat purchases and emotional preference is inaccurate. Informed research shows that loyal emotion does not always follow with high frequency of repurchase. Consequently by introducing recommendable intention and behavior this paper tries to find a better explanation of customer loyalty and builds a triadic disaggregated model consisted of repurchase frequency -loyal emotion and recommendation then analyze how dose steady loyal customer form.

关键词： customer loyalty recommendation disaggregated model of customer loyalty

作者: Liang Yuanfang Nie Huixing Xu Zongwei

作者单位: Hefei University of Technology, Hefei, China

会议类型: 国际会议

会议名称: 2010 International Conference on Management Science and Safety Engineering(2010管理科学与安全工程国际会议 MSSE 2010)

会议地点: 烟台

会议语种:英文

页码: 956-960

在线出版日期: 2010-08-06（万方平台首次上网日期，不代表论文的发表时间）