CAJ | 학술논문

以大规模定制和顾客保留理论为基础,结合客户关系管理和顾客情感理论,构建了CE-CRM二维结构模型,将动态的客户关系管理与顾客消费情感以及顾客忠诚相结合构建三维结构模型。并据此对大规模定制下服务业顾客保留动态模型进行研究,分析在客户关系管理的不同阶段顾客价值与顾客消费情感的不同特点和影响因素,阐释了该模型的运作机理。
이대규모정제화고객보류이론위기출,결합객호관계관리화고객정감이론,구건료CE-CRM이유결구모형,장동태적객호관계관리여고객소비정감이급고객충성상결합구건삼유결구모형。병거차대대규모정제하복무업고객보류동태모형진행연구,분석재객호관계관리적불동계단고객개치여고객소비정감적불동특점화영향인소,천석료해모형적운작궤리。
Based on mass customization and customer retention theory,this paper combines CRM with customer consumption emotion to build two-dimensional structure model,and then combines the dynamic customer relationship management with the three stages of customer consumption emotional and customer loyalty to build three-dimensional structure model.This paper made a study on the dynamic model of customer retention under the mass customization services and analyzed the different characteristics and influencing factors of customer loyalty and customer consumption emotion in different stages of customer relationship management.Finally,this paper illustrated the operation mechanism of this model.