MODERN METHODS OF CUSTOMER LOYALTY

Papazyan Z.V

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Seven basic methods of customer loyalty research are being considered in the article. They are: “method of needs division”, «conversion model» by J. Hofmeyr and B. Rice; « F. Reichheld’s method »; approach offered by airline ANA experts; P. Wilton’s approach; approach of D. Aaker; loyalty evaluation by J. J. Lamben. The above mentioned methods of research help to determine loyal consumer, to define loyalt, its levels, to build loyalty curve and to evaluate satisfaction with company services. The data received in the process of evaluation give the company opportunity to find out how to organize further work dealing with clients loyalty management, to realize the way loyalty changes as time passes; to define directions of service quality improvement taking into consideration clients peculiarities (age, status, profession, family background and other characteristics).

Библиографическая ссылка

Папазян Ж.В СОВРЕМЕННЫЕ МЕТОДЫ ИССЛЕДОВАНИЯ ЛОЯЛЬНОСТИ КЛИЕНТОВ // Научное обозрение. Социологические науки. 2020. № 1. С. 29-29;
URL: https://science-sociology.ru/en/article/view?id=39 (дата обращения: 27.07.2026).