顾客关系管理，第10章，页365 情感忠诚顾客（emotive loyalists） 慎思忠诚顾客（deliberative loyalists） 惯性忠诚顾客（inertial loyalists）
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研究发现，价格促销导致顾客价格敏感，淡化了顾客对厂商的信任、情感等内在动机，并对顾客的忠诚形成有负面影响；
The research result shows that price promotion strategy is able to increase customer's price sensitivity and effect on customer's loyalty.
而现有的关于顾客忠诚问题的研究大多是针对个人消费者的心理和情感研究。
And the existing research on customer loyalty are mostly related to the study of psychological and emotional of individual consumers.
顾客情感逐步成为企业获取持续竞争优势的主导。企业只有以顾客情感为主体，满足顾客情感和谐才能保证顾客忠诚。
Customer emotion has become dominant for a company to gain sustainable competitive advantage, and it only meets customer emotion harmonious to keep customer loyal.
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