The relationship between double-ownership customer trusts and customer value

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Science Research Management ›› 2011, Vol. 32 ›› Issue (12) : 112-118.

Fu Xiaorong, Tang Xiaofei, Yang Zhimei

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Abstract

Customer value management is the core of enterprise management. The improvement of the customer value is determined by the level of customer trust. The existing researches show that there are two ownership dimensions of customer trusts, that is, staff trust and firm trust. The former occupies the most important position in the service industry. From the perspective of double-ownership trusts, the relationship between the customer trust and the customer value in different service contexts is attempted to analyzed. It is found that stuff trust is more important than the firm trust in terms of the relationship in service; however, in the service on transaction, the firm trust is more important. It is concluded that for the different enterprises, different trusts should be properly utilized so as to maximize the customer value.

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customer trust with double ownership / customer value / service on relationship / service on transaction

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Fu Xiaorong, Tang Xiaofei, Yang Zhimei. The relationship between double-ownership customer trusts and customer value[J]. Science Research Management. 2011, 32(12): 112-118

References

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