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中文摘要：
借助内容分析法对客户价值的构成和评估体系展开定量分析,通过对访谈文档编码,研究了影响客户价值感知的因素概念及其相对重要性,并探讨了企业与客户对产品价值感知的差异.研究识别出基于客户感知的26个影响因素,包括其重要性优先序和概念定义,并证实企业在产品盈利能力、产品配置、购买成本、智能管理等因素上与客户存在明显的认知偏差.
英文摘要：
This paper developed a quantitative research on constitution and assessment of customer value by using content a- nalysis method. The priority, concept of the influence factors of customer value, and perception gap between the firm and customer were analyzed based on the documents of in-depth interview. The influence factors, coupled with their relative pri- orities and definitions were found and result shows that the gap existed in term of profitability, configuration, purchase cost, intelligent management, etc.
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