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| 顾客忠诚度量表× | 品牌资产量表× | |
|---|---|---|
| 领域 | 营销管理 | 营销管理 |
| 方法族 | Process / pipeline | Process / pipeline |
| 起源年份≠ | 1994 | 1991 |
| 提出者≠ | Alan S. Dick, Kunal Basu | David A. Aaker, Boonghee Yoo, Naveen Donthu, Sungho Lee |
| 类型≠ | Multi-dimensional behavioral and attitudinal loyalty scale | Multi-dimensional brand equity scale |
| 开创性文献≠ | Dick, A. S., & Basu, K. (1994). Customer Loyalty: Toward an Integrated Conceptual Framework. Journal of the Academy of Marketing Science, 22(2), 99-113. DOI ↗ | Aaker, D. A. (1991). Managing Brand Equity: Capitalizing on the Value of a Brand Name. Free Press. ISBN: 978-0029001851 |
| 别名 | Behavioral Loyalty Scale, Loyalty Commitment Scale | Customer-Based Brand Equity, Brand Perception Scale |
| 相关≠ | 4 | 3 |
| 摘要≠ | The Customer Loyalty Scale (CLS) measures customer loyalty as a combination of attitudinal commitment and behavioral intention. Developed by Dick and Basu (1994), the scale distinguishes between behavioral loyalty (repeat purchases) and attitudinal loyalty (emotional commitment), recognizing that true loyalty involves both. CLS captures multiple dimensions of loyalty including repurchase intention, word-of-mouth advocacy, and resistance to competitive offerings. The instrument is widely used in marketing research to predict customer lifetime value and identify at-risk customers. | The Brand Equity Scale (BES) measures customer-based brand equity through perceived quality, brand loyalty, brand associations, and brand awareness. Developed by Yoo, Donthu, and Lee (2000), building on Aaker's foundational brand equity framework (1991), the BES operationalizes brand equity as the differential effect of brand knowledge on consumer response to marketing activities. The scale enables organizations to quantify the value customers attach to their brand and diagnose which equity dimensions require strategic investment. |
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