| Author: | 肖尚平 Xiao, Shangping |
| Title: | 发展以客户为基础的竞争优势——管理小众市场的长期关系 |
| Other Title: | Developing customer-based competitive advantages : managing long-term relationships in niche markets |
| Advisors: | Gu, Flora (MM) |
| Degree: | D.Mgt. |
| Year: | 2026 |
| Department: | Faculty of Business |
| Pages: | 76 pages : illustrations |
| Language: | Chinese |
| Abstract: | 本研究旨在探讨在小众市场中，服务质量和产品质量如何影响客户满意度，并进一步影响公司的财务状况。同时，研究还考察了产品独占性在这一过程中的作用，以及商家的公司规模和不同部门对这些因素感知的差异性。采用问卷调查和二手数据相结合的方法，我们对某一处于小众市场的公司的 100 多个客户进行了调查，想了解在小众市场中，整体服务质量与整体产品质量是否会影响客户满意度，进而影响公司财务情况；服务质量范畴内的细分项目与产品质量的细分项目对客户满意度的影响，进而影响公司的财务状况；以及产品独占性在这里起到什么样的作用。同时，我们还研究了客户的公司规模以及不同的部门对这些因素的感知是否具有差异性，这为定制化的市场策略提供了依据。本研究不仅为理解小众市场中的客户关系管理提供了新的视角，也为制定以客户为基础的竞争优势策略提供了实证支持，具有重要的理论和实践意义。 |
| Rights: | All rights reserved |
| Access: | restricted access |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| 9127.pdf | For All Users (off-campus access for PolyU Staff & Students only) | 1.16 MB | Adobe PDF | View/Open |
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