1、 摘要 华润万家（钦州）超市是目前钦州市最为成功的商业超市之一，但是随着沃尔 玛超市的到来，让华润万家自身原有的不足更明显地暴露出来了。沃尔玛超市凭着 其极大的规模成本优势和先进的管理理念将会抢走华润万家超市大量的市场份额， 如何应对这场来势汹汹的挑战是华润万家超市当下最棘手的问题。笔者认为，华润 万家超市要应对这场战争，最首要的就是降低顾客对价格的敏感度和增加其它吸引 顾客的因素，而要做到这一点关键就是要提高顾客的忠诚度，从而牢牢地占领住市 场，防御沃尔玛超市对其市场份额的抢占。本论文所要研究的内容就是华润超市应 该如何做才能提高顾客忠诚度。采取理论分析和实证研究相结合的方法，对如何提 高顾
2、客忠诚度在华润的实际应用问题进行探索。综合分析顾客忠诚度理论的研究成 果，辅以在华润超市实践应用的理论验证。既运用消费者行为学、消费者心理学和 市场营销学的理论进行分析，也使用了丰富详实的资料给予说明，并结合调查情况 来进行深入的研究和探讨。 关键词: 顾客 忠诚度 华润 沃尔玛 超市 Research The Qinzhou Huarun Supermarket How To Improve Customer Loyalty Abstract Huarun is one of the Qinzhou most successful supermarket, but the arrival o
3、f Wal-Mart Resources own the original lack of clearly exposed. Wal-Mart will take away Huarun a lot of market share with its cost advantages of scale and advanced management concepts and how to deal with this challenge is currently the most difficult problems of QinZhou Huarun Supermarket. The autho
4、r believes that Huarun Supermarket to deal with the war, first and foremost is to lower the customer price sensitivity and increase the other factors that attract customers, and to do this, the key is to improve customer loyalty, thus firmly occupied live market, defense, Wal-Mart to seize its marke
5、t share. The contents of this paper is to study the Huarun Supermarket should do in order to improve customer loyalty. Take a combination of methods of theoretical analysis and empirical research to explore how to improve the practical application of customer loyalty in the Huarun. Comprehensive ana
6、lysis of customer loyalty theory, research, supplemented by practical application of the theory of Huarun Supermarket verification. Both the use of consumer behavior, consumer psychology and marketing theory, analysis, and a rich and detailed information to provide an explanation, and combined with the investigation to conduct in-depth study and exploration. . Key Words: Wal-Mart Customer loyalty supermarket Huarun 毕业设计（论文）原创性声明和使用授权说明毕业设计（论文）原创性声明和使用授权说明 原创性声明原创性声明 本人郑重承诺：所呈交的毕业设计（论文） ，是
