在微利時代，市場上的贏家，往往是價值的創造者。企業必須為他們的顧客創造價值，而企業也經由一連串創造價值的過程中建立與顧客的關係、提高顧客忠誠度，進而藉由顧客的回饋獲得更高的顧客貢獻價值。影響顧客貢獻價值的因素很多，其中關係品質與顧客忠誠度都是企業增進顧客貢獻價值的方法之一，本研究以企業之觀點，利用後設分析的方法，將相關的實證研究結果做驗證。本研究的目的有三：（一）探討關係品質與顧客貢獻價值之關聯性。（二）探討關係品質與顧客忠誠度之關聯性。（三）探討顧客忠誠度與顧客貢獻價值之關聯性。
本研究經由文獻探討，建立顧客貢獻價值、關係品質、顧客忠誠度三者間相互影響變數之理論架構，從「Business Source Premier-BSP(EBSCOhost)電子資料庫」，選取國際Top 10之行銷期刊中，符合關鍵字為「顧客價值」、「顧客貢獻價值」、「關係行銷」、「關係品質」、「顧客忠誠度」相關之研究，經過後設分析研究結果發現顧客貢獻價值、關係品質、顧客忠誠度三者之間關係是相互影響的，而這樣的結果也支持了本研究的觀點與假設且與文獻探討所獲得之理論也是結果相似的。

In this competitive time, the winner in market is the one that can create customer value, so the companies must try to create customer values for their customers. In this process of values creation and customers’ feedback, the companies will gain higher customer loyalty and customer contribution value. There are many factors that will affect the customer contribution value. For companies, relationship quality and customer loyalty are the ways to increase customer contribution value. There are three main purposes in this study as follows: (1) to understand the relationship between relationship quality and customer contribution value. (2) to understand the relationship between relationship quality and customer loyalty. (3) to understand the relationship between customer loyalty and customer contribution value.

The complex data were collected by the database -- 「Business Source Premier-BSP(EBSCOhost)」and analyzed by a meta-analytical procedure. The Findings of this research are summarized as follows -- The Relationships among customer contribution value, relationship quality and customer loyalty interact each other. And the conclusions are supported the hypotheses of this research and the results are in common with the theories of literature review and empirical observation.

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