服务经济时代,每个企业都在努力寻求竞争优势,从构建全面的顾客满意到创造优异的顾客价值都曾经是很多企业的目标。自上世纪90年代以来,建立和保持长期的顾客忠诚逐渐成为卓越企业优先考虑的因素。相关研究和成功企业的经历也证实:建立并保持长期的顾客忠诚才是提升企业利润的 In the era of service economy, every enterprise strives to find a competitive advantage. From building overall customer satisfaction to creating excellent customer value, many enterprises have been the target. Since the 1990s, establishing and maintaining long-term customer loyalty has gradually become a top priority for business excellence. Relevant research and successful corporate experiences also confirm that establishing and maintaining long-term customer loyalty is the key to increasing corporate profits