商业关系解体诱因、过程与退出策略选择
发布时间：2019-02-17 19:04
【摘要】：客户关系管理不仅需要掌握关系成功获得与良好维持的艺术,还要学会"问题关系"的改善、恢复与退出技能。关系固有因素决定了关系解体的内在因素,关系衍生因素是关系解体突变或渐变的外在因素。关系解体过程分为评估、决策、沟通、网络沟通、退出和恢复七个阶段,退出策略选择分为利己和利他两种导向,不同导向选择形成了不同的退出策略组合和关系解体后果。关系行为、沟通方式、资源纽带和关系参与者契约改变是观察关系质量变化的最主要变量。
[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.
【作者单位】： 南开大学国际商学院
【基金】：国家自然科学基金(NSFC)青年项目"基于顾客权益的价值导向型客户关系的动态管理研究"(70202002)
【分类号】：F274
本文编号：2425497
[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.
【作者单位】： 南开大学国际商学院
【基金】：国家自然科学基金(NSFC)青年项目"基于顾客权益的价值导向型客户关系的动态管理研究"(70202002)
【分类号】：F274
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1 蔡双立;商业关系解体诱因、过程与退出策略选择[J];中南财经政法大学学报;2004年04期
，本文编号：2425497
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