N99B0011 N99B0015

18

customer perceived value=CPVZeithaml :

(CPV)= //

7P

//

:/

:/

:/

:

:

/:

:

PZB: : : :

4-3P133

PZB::

::1. 2. : :

PZB: : :

AB26351-1PZB

3P(physical environment)(service personnel)(service process)

()()()

(reliable): (responsiveness) (assurance): (empathy):

4-4 P154

http://gofuntaiwan.net/columnpage/specol/michelin.asp#m3

510100200300400100CBA100 x (1.2 x )ABC20%85%90%95%BCA4-5P153

-4-6 P154

*/51/

1 Q: ? ? A: (CPV)//(CPV)//:/:/

2Q: PZBA:

:::: 1. 2. 3.

3Q:A:1.2.3.

4Q:A:1.2.

5Q:A:(Customer Lifetime Value) CLV

---429

161729302101 10 172134385590 20122501002020400 7

: 2011-04-17

----105045043045023-30

---

--------

12

(CRM):

2011/4/17Business Next 111http://www.brain.com.twhttp://www.digwow.com/%E7%94%9F%E6%B4%BB%E6%B0%91%E7%94%9F/%E5%84%AA%E6%83%A0/s/61182/http://gofuntaiwan.net/columnpage/specol/michelin.asp#m3

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