供需双方期望差异对关系满意度的影响研究
发布时间：2019-01-17 21:22
【摘要】：本文分析了供需双方的期望差异对于关系满意度的影响。企业间期望负差异阻碍信息共享并降低彼此信任,会导致低水平的关系满意度和创新绩效。在客户关系成熟期,应通过差异化的关系管理,完善企业间沟通机制和推进服务要素管理,创新盈利模式,以减少期望负差异。
[Abstract]:This paper analyzes the effect of the expectation difference between supply and demand on relationship satisfaction. The negative expectation difference between enterprises hinders information sharing and reduces mutual trust, which leads to low level of relationship satisfaction and innovation performance. In the mature period of customer relationship, we should improve the communication mechanism between enterprises and promote the management of service elements through the differentiated relationship management, and innovate the profit model in order to reduce the negative expectation difference.
【作者单位】： 中国人民大学商学院;
【分类号】：F274
本文编号：2410401
[Abstract]:This paper analyzes the effect of the expectation difference between supply and demand on relationship satisfaction. The negative expectation difference between enterprises hinders information sharing and reduces mutual trust, which leads to low level of relationship satisfaction and innovation performance. In the mature period of customer relationship, we should improve the communication mechanism between enterprises and promote the management of service elements through the differentiated relationship management, and innovate the profit model in order to reduce the negative expectation difference.
【作者单位】： 中国人民大学商学院;
【分类号】：F274
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，本文编号：2410401
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