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客户关系质量过程评价体系研究 被引量:3

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摘要 本文提出基于过程分析的关系质量评价模式和分析框架。研究以关系发展过程为主线, 把关系质量评价分为关系行为、关系情节和关系质量三个层面;把关系比较分为情节体验、情节质量感知和关系质量感知三个层面。研究发现,关系的三个层面互为影响,关系比较中的比较依据影响关系每个层面的感知质量,每个层面的感知质量同时影响着下一层面的感知质量。关系调节因素对于关系质量评价具有修正和调节作用,关系质量评价呈现传承性、过程性、目的性、相对性和主观性五个特征。
作者 蔡双立
出处 《财贸经济》 CSSCI 北大核心 2006年第1期57-61,共5页 Finance & Trade Economics
基金 博士后研究课题<企业并购中关系资源动态整合研究>的阶段性研究成果。
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参考文献19

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二级参考文献10

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