价值资产作为顾客资产的关键要素,不同忠诚层次的顾客对价值资产的驱动因素有不同的侧重。航空公司要善于运用各种价值资产提升策略,提高顾客的忠诚度,从而提高顾客的保留率。一、顾客资产管理与顾客忠诚之间的关系航空业是典型的服务行业,其产品的好坏只有通过顾客的感知和体验来衡量。如今,顾客十分重视产品的质量、价格、功效、速度、便捷程度及售后服务。这些因素结合在一起统称为“价 Value assets as the key elements of customer assets, different loyalty levels of the drivers of value assets have different emphases. Airlines should be good at using a variety of value assets to enhance strategies to enhance customer loyalty, thereby enhancing customer retention. First, the relationship between customer asset management and customer loyalty Aviation industry is a typical service industry, the quality of their products only through the perception and experience of customers to measure. Today, customers attach great importance to product quality, price, efficacy, speed, convenience and after-sales service. These factors together collectively referred to as ”price