期刊文献+

客户关系管理的研究框架及方向分析 被引量:1

下载PDF
导出
摘要 客户关系管理(CRM)是当前的研究热点,其理论与应用的研究已取得一些成果,但明显落后于国外,针对这种情况,本文尝试提出客户关系管理的研究框架并对其未来的研究方向进行分析,以利于CRM研究工作的进一步开展。
出处 《江苏商论》 北大核心 2006年第2期113-115,共3页 Jiangsu Commercial Forum
  • 相关文献

参考文献17

  • 1Greenberg P.CRM at the speed of light: capturing and keeping customers in lnternet real time [M]. New York: McGraw-Hill Education. 2001.
  • 2杨林.以客户为中心经营理念的深层次诠释[MD].www.amteam.org.cn.2003.
  • 3Romano N C.Customer relationship management in information systems researc [A]. Proceedings of the Americas Conference on Information System (AIS 2000) [C]. Longbeach, California. 2000.
  • 4Group G.Strategic palnning[R]. Research Note.2001.
  • 5Burghard C, Galimi J.Customer relationship managementnew MCO catalyst[J]. Gartner Advisory.2000.
  • 6Osterle H, Muther A. Electronic customer care Neue Wege zum Kunden[J]. Wirtschaftsinformatik. 1998.
  • 7Suhulze J, Bach V, Osterle H.Customer relationship management: konzept, potential and methodische emfunrung [A].HMD 37 [C].2000.
  • 8Swift R S. Accelerating customer relationship: using CRM and relationship technologies [M]. Prentice Hall, Inc. 2001.
  • 9Ruseu S.Winer. A framework for customer relationship management [J]. California Management Review [J]. Summer,2001.
  • 10陈明亮.客户忠诚与客户关系生命周期[J].管理工程学报,2003,17(2):90-93. 被引量:70

二级参考文献7

  • 1[1]Dwyer, F. Robert, Schurr, Paul H. , and Oh, Sejo. Developing buyerseller relations [J]. Journal of Marketing, 1987,51 ( April ): 11 ~ 28.
  • 2[2]Jones Thomas O., W. Earl sasser, Jr. Why satisfied customers defect[ J ]. Harvard Business Review, 1995,73 (November/December): 88 ~99.
  • 3[3]Liu, Annie H. Examining the role of customer value, customer satisfaction, and perceived switching costs: A model of repuchase intention for business-to-business services:[ doctoral dissertation] [ D ].Georgia: Georgin State University, 1998.
  • 4[4]Moorman, Christin, Rohit Deshpande, Gerale Zaltman. Factors affecting trust in market research relationship[ J ]. Journal of Marketing, 1993,57(Janury) :81 ~ 101.
  • 5[5]Oliver, Richard L. Whence consumer loyalty [ J ] ? Journal of Direct marketing, 1999,63(Special Issue) :33 ~ 44.
  • 6[6]Reichheld, Frederick F. The Loyalty effect-the relationship between loyalty and profits[ J ]. European Business Journal, 2000,12( 3 ): 173 ~179.
  • 7[7]Reichheld, Frederick F., Earl W. Sasser, Zero defections: quality comes to services [ J ]. Harvard Business Review, 1990, ( September- October ),105 ~ 111.

共引文献69

同被引文献4

引证文献1

二级引证文献1

相关作者

内容加载中请稍等...

相关机构

内容加载中请稍等...

相关主题

内容加载中请稍等...

浏览历史

内容加载中请稍等...
;
使用帮助 返回顶部