外国经济与管理
外國經濟與管理
외국경제여관리
Foreign Economies & Management
2015年
7期
33~45
,共null页
顾客契合 契合价值 契合心理 契合行为 顾客关系
顧客契閤 契閤價值 契閤心理 契閤行為 顧客關繫
고객계합 계합개치 계합심리 계합행위 고객관계
customer engagement; engagement value; engagement mentality; engagement behavior; consumer relationship
高度变化的商业环境凸显了在营销和服务管理等领域研究顾客契合的重要性，基于互动体验和价值共创的顾客契合受到了企业界和学术界越来越多的关注。国外的一些机构和学者对顾客契合进行了详细的研究，并取得了许多有价值的成果。但是，国内的研究滞后于国外，成果相对较少。鉴于此，本文从顾客契合的定义、测量、与相似概念的关系、价值以及研究模型等方面对国内外的现有研究进行了综述，并对未来的研究方向进行了展望。
高度變化的商業環境凸顯瞭在營銷和服務管理等領域研究顧客契閤的重要性，基于互動體驗和價值共創的顧客契閤受到瞭企業界和學術界越來越多的關註。國外的一些機構和學者對顧客契閤進行瞭詳細的研究，併取得瞭許多有價值的成果。但是，國內的研究滯後于國外，成果相對較少。鑒于此，本文從顧客契閤的定義、測量、與相似概唸的關繫、價值以及研究模型等方麵對國內外的現有研究進行瞭綜述，併對未來的研究方嚮進行瞭展望。
고도변화적상업배경철현료재영소화복무관리등영역연구고객계합적중요성，기우호동체험화개치공창적고객계합수도료기업계화학술계월래월다적관주。국외적일사궤구화학자대고객계합진행료상세적연구，병취득료허다유개치적성과。단시，국내적연구체후우국외，성과상대교소。감우차，본문종고객계합적정의、측량、여상사개념적관계、개치이급연구모형등방면대국내외적현유연구진행료종술，병대미래적연구방향진행료전망。
The rapid change of business environment reflects the importance of customer engagement research in marketing management, services management and other relevant fields. Customer engagement based on interaction experience and value co-creation attracts more and more attention from business world and academia. As a result, some foreign organizations and scholars have done detailed customer engagement research and have obtained some valuable achievements. However, domestic research lags behind foreign research and achievements are relatively rare. Accordingly,this paper makes a systematic literature review of customer engagement through several aspects：concept, measurement, relationships with similar concepts, value and models. Finally, it makes prospects for future research directions.
