基于转换成本的中低端汽车服务企业顾客忠诚分析

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1、东中人#旭H丄尚荇现7:院硕十7:位论文置成本一行为忠诚、利益损失成本一行为忠诚、财物损失成本一行为忠诚、人际关系损失成本一行为忠诚、品牌关系损失成本一行为忠诚；4、在顾客信任水平较高的情况下，转换成本对顾客忠诚的影响作用加强。关键词：中低端；4S店；顾客忠诚；转换成本；顾客信任ABSTRACTABSTRACTWiththeappearanceofmoreandmore4Sshop,thecompetitionbetweenthembecomemorefierce,asaresult,thelow-middleleveldealershipswalkwithdifficulty.Also

2、withthesimilarityofproductsandservice,breedingandkeepingcustomerloyaltybecomethekeyissueofenterprisedeveloping.Customersatisfactionandswitchingcostarethemostimportantfactorsaffectcustomerloyalty，improvingcustomersatisfactionisthemajorwaytoattaincustomerloyaltyforautomobileserviceindustry,buttheyd

3、on'tmakeuseofswitchingcosteffectively.Theresearchillustratesthatthereispositiverelationshipbetweencustomerloyaltyandswitchingcost,intheconditionoflowswitchingcost,highsatisfactioncustomerswouldleaveandlowsatisfactioncustomerwouldstayinthehighswitchingcostsituation.Inaddition,thereisnostudyonthead

4、justingimpactsofcustomerbelieveintheautomobileindustry.Thisresearchusestheempiricalstudymethodandusesthequestionnairesurveytotakethelow-middleautomobilesbrandcustomersastheobjectofthisstudy，anddiscusseshowtheswitchingcostaffectscustomerloyalty,aswelltheadjustingimpactsofcustomerbelieve.Thestatist

5、icalanalysis-resultimplied:1.switchingcostaffectscustomerloyaltyremarkableinthelow-middle4Sshop;2.relationshipswitchingcostmakesthebiggestcontributiontocustomerloyalty,thenfinancialswitchingcost,finally,programswitchingcost;3.customerin东平人7-?旭HI.尚fi哪‘？院硕十？位论文believeaffectssevenpathsbetweencustome

6、rloyaltyandswitchingcost;4.Theimpactsbetweencustomerloyaltyandswitchingcostbecomestrongerinthehighcustomerbelieveenvironment.Keywords:low-middlelevel;4sshop;customerloyalty;switchingcost;customerbelieveIVH录目录t商MiABSTRACTIll第1章绪论“1-1.1研究背景与问题的提出“1-1.1.1顾客忠诚理论背景-1-1.1.2汽车服务业理论背景-2-1.2研究目的及意义-3-1.2.

7、1研究目的-3-1.2.2研究意义-4-1.2.2.1研究的理论意义-4-1.2.2.2研究的实践意义-4-1.3研究方法与技术路线-5-1.3.1研究方法-5-V东平人7?旭HI尚转_'7?院硕十7?位论文1.3.2技术路线-6-1.4研究框架-7-1.5研究的创新之处-8-第2章文献综述-11-2.1顾客忠诚研究综述-11一2.1.1顾客忠诚的内涵-11-2.1.2顾客忠诚的划分-14-2.1.2.1Griffin(1995)的