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首页> 外文期刊>International journal of infomation technology and management >Relationships among customer loyalty, customer satisfaction, corporate image and behavioural intention on social media for a corporation
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Relationships among customer loyalty, customer satisfaction, corporate image and behavioural intention on social media for a corporation

机译：客户忠诚度，客户满意度，企业形象和企业社交媒体上的行为意图之间的关系

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摘要

In this paper, how customer loyalty, customer satisfaction, corporate image and behavioural intention affect each other on social media and how to make the benefit maximisation for corporation are explored. We leverage natural language processing (NLP) techniques analysis emotion of comment and retweet in the text, and combined with the other attributes and behaviour of the Weibo users who interact with the corporate account to research the relationships on social media. The results show that customer image has a direct impact on customer satisfaction and has an indirect impact on customer loyalty. Customer loyalty is impacted by customer satisfaction and behaviour intention. The influence of customer image on behaviour intention and loyalty and the influence of customer satisfaction on behaviour intention are not very significant. As the results suggest, Shanghai Peace Hotel needs to more widely publicise their corporation, such as with celebrity endorsement (Lv et al., 2013).
机译：本文探讨了客户忠诚度，客户满意度，企业形象和行为意图如何在社交媒体上相互影响，以及如何使企业收益最大化。我们利用自然语言处理（NLP）技术分析文本中评论和转推的情绪，并结合与公司帐户互动的微博用户的其他属性和行为，以研究社交媒体上的关系。结果表明，客户形象对客户满意度有直接影响，对客户忠诚度有间接影响。客户忠诚度受客户满意度和行为意图的影响。客户形象对行为意图和忠诚的影响以及客户满意度对行为意图的影响不是很明显。结果表明，上海和平饭店需要更广泛地宣传其公司，例如获得名人代言（Lv等人，2013）。

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