摘要
简述顾客忠诚的意义 ,提出顾客心理、言语、行为忠诚的概念 ,提出顾客忠诚度的定义和测评基本原理 ,并在此基础上构建以模糊推理和模糊综合评判为主要工具的测评模型 。
Brief introduction of the significance of customer loyalty, proposing the definitions of costomer psychology, language and behavoir loyalty as well as the definition of customer loyalty degree and the basic principles of the evaluation. Based on this, try to establish the evaluation model by means of fuzzy deduction and comprehensive fuzzy evaluation to be followed by demonstration studies.
出处
《数学的实践与认识》
CSCD
北大核心
2004年第11期6-13,共8页
Mathematics in Practice and Theory
