1、中國(guó)石油大學(xué)（華東）碩士學(xué)位論文中國(guó)石油山東銷售加油站客戶忠誠(chéng)度研究姓名：梁京存申請(qǐng)學(xué)位級(jí)別：碩士專業(yè)：工業(yè)工程指導(dǎo)教師：王桂榮王波20100501ResearchonCustomerLoyaltyofthePetrolStationsofPetroChinaShandongSalesCompany一一一AbstractThisthesisstartswitllanalyzingthechallengesthatpetrolstatio

2、nsarefacinginretailcompetitionByexplainingtheconnectionanddistinctionbetweencustomersatisfyactionandcustomerloyaltyitelaboratesonthepurposeandsignificanceofbuildingcustomerloyaltyFocusingongasstationinalocalandindustrial

3、context，itdrawsexperiencefrombothdomesticandinternationalstudiesinthisfieldandsetupanewcomprehensivemodelofmanagementandresearchwhichsuitsthecharacteristicsofPetroChina’Spetrolstationswhiletakingfullaccountofavarietyoffa

4、ctorssuchasthecustomers，theinternalmanagementofthecompanyexternalbusinessenvironmentandSOonItanalyzestheuncertaintyofthecurrentscaleformeasuringcustomerloyaltyandreferstodomesticandintemationalresearchingapproachesofcust

5、omerloyaltyassessmentsystemWiththepetrolstationmanagementsystem，thelatestcoreapplicationsystemofpetrolstationretailing，itintroducesapetrolstationcustomerloyaltyassessmentmodelAftersettingupassessmentparametersandmethods，

6、thisthesisdwellsoncustomerloyaltymanagementpolicyfromtheperspectiveofcustomersItdividescustomersintothreegroups—advocating，indifferentandcriticizing—accordingtodifferentcustomerbehaviorcausedbydifferentlevelsofcustomerlo

7、yaltyItanalyzesthegeneralmentalitybehindthephenomenonthatCustomershavetofollowtheruleofthumbandgiveimpulsivereactionfromthreedimensionsandillustratethetheoryandapplicationwithanumberofexamplesTherefore，itspecifiestherese

8、archingscopeofhowtoimprovecustomerloyaltybyutilizingcustomersatisfactionThethesisintroducedsixmethods，namelypayattentiontodetails，showsinceritytopeople，beknowledgeable，becommittedtowork，createsurprisesandjoyfulexperience

9、ThecompanymayalsobuildteamspiritwithcustomersthroughvariouswaystoenhanceemotionalconnectionsandletthecustomersfeellikefamilyBesides，itisalsoimportantforthecompanytoPayenoughattentiontoproperlyhandlingofcustomercomplaints