【摘要】：客戶關(guān)系管理不僅需要掌握關(guān)系成功獲得與良好維持的藝術(shù),還要學(xué)會(huì)"問題關(guān)系"的改善、恢復(fù)與退出技能。關(guān)系固有因素決定了關(guān)系解體的內(nèi)在因素,關(guān)系衍生因素是關(guān)系解體突變或漸變的外在因素。關(guān)系解體過程分為評(píng)估、決策、溝通、網(wǎng)絡(luò)溝通、退出和恢復(fù)七個(gè)階段,退出策略選擇分為利己和利他兩種導(dǎo)向,不同導(dǎo)向選擇形成了不同的退出策略組合和關(guān)系解體后果。關(guān)系行為、溝通方式、資源紐帶和關(guān)系參與者契約改變是觀察關(guān)系質(zhì)量變化的最主要變量。
[Abstract]:Customer relationship management needs not only to master the art of successful relationship acquisition and good maintenance, but also to learn the skills of improving, recovering and withdrawing from the problem relationship. The inherent factors of the relationship determine the internal factors of the dissolution of the relationship, and the derivative factors of the relationship are the external factors of the abrupt or gradual change of the relationship. The process of relationship disintegration is divided into seven stages: evaluation, decision making, communication, network communication, exit and recovery. The choice of exit strategy is divided into two kinds of guidance: egoism and altruism. Different choice of direction forms different combination of exit strategies and the consequences of relationship breakup. Relationship behavior, communication style, resource link and relationship participant contract change are the most important variables to observe the change of relationship quality.
【作者單位】： 南開大學(xué)國際商學(xué)院
【基金】：國家自然科學(xué)基金(NSFC)青年項(xiàng)目"基于顧客權(quán)益的價(jià)值導(dǎo)向型客戶關(guān)系的動(dòng)態(tài)管理研究"(70202002)
【分類號(hào)】：F274

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