期刊文献+

证券公司客户关系管理(CRM)实践的反思与转型方向 被引量:2

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摘要 近10年来,客户关系管理(CRM)思想随着关系营销理论发展和IT系统应用引发企业管理实施的热潮,但近几年日益增多的是对CRM实施失败的研究。本文在对客户关系管理失败因素理论分析基础上,通过定性访谈调查我国证券界人士对CRM具体实践中遭遇挫折的认识,归纳出券商CRM项目实施的三个具体转型方向。
作者 楼天阳
出处 《江西财经大学学报》 2006年第1期16-19,共4页 Journal of Jiangxi University of Finance and Economics
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参考文献9

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同被引文献28

  • 1张俊.顾客感知服务质量模型及其在证券信息服务中的应用[J].图书情报知识,2005,22(3):71-74. 被引量:5
  • 2胡奕明,金洪飞.证券分析师关注自己的声誉吗?[J].世界经济,2006,29(2):71-81. 被引量:36
  • 3李心丹,肖斌卿,王树华,刘玉灿.中国上市公司投资者关系管理评价指标及其应用研究[J].管理世界,2006,22(9):117-128. 被引量:94
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  • 7Marsha L.. Richins Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study [J]. Journal of Marketing Re- search, 1983, 47(1):68-78.
  • 8Frederick F. Reichheld, W. Earl Sasser. Zero Defections: Quality Comes to Services [J].Harvard Business Review, 1990, 68(5): 105-111.
  • 9Eugene W. Anderson. Customer Satisfaction and Word of Mouth[J]. Journal of Service Research, 1998, (1): 5-17.
  • 10Richard L. Oliver. Whence Consumer Loyalty [J]. Journal of Marketing Research, 1999, 63: 33-44.

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