In this paper, the authors draw on consumer behavior literature to propose a concept that incorporates expected value sharing, which focuses on the future rather than evaluation of a provider's past performance.
In this paper, the authors draw on consumer behavior literature to propose a concept that incorporates expected value sharing, which focuses on the future rather than evaluation of a provider's past performance.
在过去，相关研究的焦点，多是集中在「顾客满意度的提升」及「顾客移转障碍的建立」，这两个顾客忠诚度的驱动因子强调的是厂商与顾客互动的历史过程。