A Study on Relationships among Customer Value, Relationship Quality and Customer Equity: Zhengzhou Bank of Communications as an Example

Wu Jianxun, Xu Xiaodi

Abstract


Various studies on customer relationship management are carried out with the arrival of the new economy because intensified competitions among companies highlight the unprecedented importance of the customers. Based on the literature review of previous researches, the authors first put forward the model of customer relationship management, which is based on customer equity, then verify how the key dimensions in customer value influence customer equity and also discuss the role of relationship quality- mediating. The authors finally come to the conclusion that customer value has significant influence on customer satisfaction; and relationship quality also exerts significant influence on customer equity.

Keywords


Customer equity; Customer value; Relationship quality; Customer relationship management

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DOI: https://doi.org/10.24212/2179-3565.2011v2i1p70-75

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