而在促销相关因素中，公司的可靠性驱动能力最强，重要性为6.9%，其次为 个人关系和IS09001认证，重要性分别为4.1%和2.9%。 参考文献： (1)Flint,Woodruff and Gardial(1997),"Customer value change in industrial marketing relationships:A call for new strategies and research",Industrial Marketing Management,March ,pp.163~173. (2)Gardial,Sarah Fisher,D.Scott Clemons,Robert B.Woodruff,David W. Schumann,and Mary Jane Bums,"Comparing Consumers'Recall of Repurchase and Postpurchase Evaluation Experiences".Journal of Consumer Research,Vol.20, March,.1994,pp.548~560. (3)Parasueaman(1997),"Reflections on gaining competitive advantage through customer value",Journal of the Academy of Marketing Science,25(2),pp.154~161 (4)Ravald and Gronroos(1996),The value concept and relationship marketing". European Journal of Maeketing,30(2).pp.19~30. (5)Woodruff (1997),"Customer value:the next source for competitive advantage"Joumal of the Academy of Marketing Science,25(2),pp.139~153. (6)Zeithaml,V.A.(198)."Consumer perceptions of price.quality and value: a means-end model and synthesis of evidence",Journal of Marketing,Vol.52,July. pp.2>22. 南开大学国际商学院杨龙南开大学香港城市大学王永贵《管理世界》2002 年第6期 5 而在促销相关因素中，公司的可靠性驱动能力最强，重要性为 6．9％，其次为 个人关系和 ISO9001 认证，重要性分别为 4．1％和 2．9％。 参考文献： (1) Flint, Woodruff and Gardial(1997), “Customer value change in industrial marketing relationships: A call for new strategies and research”, Industrial Marketing Management, March ,pp. 163～173. (2) Gardial, Sarah Fisher, D. Scott Clemons, Robert B. Woodruff, David W. Schumann, and Mary Jane Burns,“Comparing Consumers' Recall of Repurchase and Postpurchase Evaluation Experiences”, Journal of Consumer Research, Vol. 20, March, 1994, pp. 548～560. (3) Parasueaman(1997), “Reflections on gaining competitive advantage through customer value”, Journal of the Academy of Marketing Science, 25(2), pp. 154～161. (4) Ravald and Gronroos(1996), “The value concept and relationship marketing”, European Journal of Maeketing, 30 (2). pp. 19～30. (5) Woodruff (1997), “Customer value: the next source for competitive advantage”, Journal of the Academy of Marketing Science, 25(2) ,pp. 139～153. (6) Zeithaml, V.A. (1988), “Consumer perceptions of price, quality and value: a means - end model and synthesis of evidence”, Journal of Marketing, Vol. 52, July, pp. 2～22. 南开大学国际商学院 杨龙 南开大学 香港城市大学 王永贵 《管理世界》2002 年第 6 期