【摘要】：本文分析了供需雙方的期望差異對于關(guān)系滿意度的影響。企業(yè)間期望負(fù)差異阻礙信息共享并降低彼此信任,會導(dǎo)致低水平的關(guān)系滿意度和創(chuàng)新績效。在客戶關(guān)系成熟期,應(yīng)通過差異化的關(guān)系管理,完善企業(yè)間溝通機制和推進服務(wù)要素管理,創(chuàng)新盈利模式,以減少期望負(fù)差異。
[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.
【作者單位】： 中國人民大學(xué)商學(xué)院;
【分類號】：F274

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