The paper researched the relationship between value perception of the reward programs, customer value and customer loyalty and also investigated the effect of competition.

本文对回报计划感知价值和客户价值与客户忠诚间的关系进行了研究，并考虑了竞争所可能产生的影响。

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This recursive model is used to measure customer expectation , the perception of customer for quality and value before final calculation makes customer satisfactory degree.

这个递归模型在理论上要先测量顾客期望、顾客对质量的感知和顾客对价值的感知，最后计算出顾客满意度。

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Second, the author makes a questionnaire about customer satisfaction to the clients of Shanghai Mobile Cummunication, which refers to three aspects, saying service, quality and perception of value.

第二，从服务、质量和价值感知三方面入手设计问卷，对上海移动部分用户进行客户满意度问卷调查。

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