情感沟通、商家知识对客户忠诚的影响研究

摘要

This thesis classifieds into three dimensions of the emotion communications,two dimensions of knowledge of the knowledge and the usage product that company＇s house knowledge classifieds in to choose the product,ising divided into the recommendation to customer＇s loyalty to purchasing and purchase two again at the same time.Setting up the emotion communication,company＇s house knowledge on this foundation to the customer＇s honest influence.Study on the result enriched the knowledge management theories and honest theories of customer, and pass the management of emotion communication,company＇s house knowledge to the business enterprise to promote customer＇s loyalty to have the certain apocalypse meaning.%把情感沟通区分为三个维度,把商家知识区分为选择产品的知识与使用产品的知识两个维度,同时把客户忠诚分为推荐购买及重复购买两类。在此基础上构建了情感沟通、商家知识对客户忠诚的影响。研究结果丰富了知识管理理论及客户忠诚理论,并对企业通过情感沟通、商家知识的管理来提升客户忠诚具有一定的启示意义。