【摘要】：客戶關系管理不僅需要掌握關系成功獲得與良好維持的藝術,還要學會"問題關系"的改善、恢復與退出技能。關系固有因素決定了關系解體的內在因素,關系衍生因素是關系解體突變或漸變的外在因素。關系解體過程分為評估、決策、溝通、網絡溝通、退出和恢復七個階段,退出策略選擇分為利己和利他兩種導向,不同導向選擇形成了不同的退出策略組合和關系解體后果。關系行為、溝通方式、資源紐帶和關系參與者契約改變是觀察關系質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】： 南開大學國際商學院
【基金】：國家自然科學基金(NSFC)青年項目"基于顧客權益的價值導向型客戶關系的動態(tài)管理研究"(70202002)
【分類號】：F274

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1 蔡雙立;商業(yè)關系解體誘因、過程與退出策略選擇[J];中南財經政法大學學報;2004年04期

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