县级电子政务建设与客户关系管理被引量：1

下载PDF

导出

摘要在分析客户关系管理与电子政务有着本质联系的基础上,从政府客户关系管理的视角,结合我国县级政府职能特点,构建了一个县级电子政务建设的概念性模型,并提出了该模型的实施设想。

作者李雪松

机构地区重庆大学经济与工商管理学院

出处《科技管理研究》 CSSCI 北大核心 2007年第10期251-253,共3页 Science and Technology Management Research

关键词客户关系管理县级电子政务概念模型实施设想

参考文献10

1POLLARD G,YOUNG J,GREGG P.Towards a Simplified Framework of CRM for Use in Public and Private Sectors[J].Journal of Information Technology Case and Application Research,2006,8 (2).
2KANNABIRAN G,et al.Enabling E -government Through Citizen Relationship Management-Concept,Model and Applications[J].Journal of Service Research,October 2004-March 2005,4 (2).
3SCARDINO L,et al.E-government and External Services Providers[R].Gartner Report.www.Gartner.com.
4VRIENS D,ACHTERBERGH J.Planning Local E-government[J].Information Systems Management.Winter.2004,1,21.
5WEST D M.E -government and the Transformation of Service Delivery and Citizen Attitudes[J].Public Administration Riview,2004,1.
6BUUCKLY J.E -service quality and the public sector[J].Managing Service Quality,2003 (6).
7周斌,杨振山.以客户关系管理思想为指导的电子政务策略[J].情报杂志,2005,24(2):53-55. 被引量：7
8OLIVER R L.Satisfaction:a Behavioral Perspective on the Comsumer[M].New York,NY:Irwin-McGraw-Hill.1997,13.
9陈明亮.客户忠诚决定因素实证研究[J].管理科学学报,2003,6(5):72-78. 被引量：122
10BLACKWELL S A,SZEINBACH S L,BARNSES J H,et al.The Antecedents of Customer Loyalty[J].Journal of Service Research,1999 (4):362-375.

1Oliver R L. Whence consumer loyalty? [ J]. Journal of Marketing, 1999, 63(Special Issue) : 33--44.
2l Jones T O, Sasser W E. Why satisfied customers defect[J]. Harvard Business Review, 1995, 73(November/December) : 88--99.
3Reichheld F F, Thomas T. The loyalty Effect[ M]. Boston: Business Scholl Press, 1996.
4Reichheld F F. The loyahy effect--the relationship between loyalty and profits[J]. European Business Journal, 2000, 12(3):173--179.
5Liu A H. Examining the Role of Customer Value, Customer Satisfaction, and Perceived Switching Costs : A Model of Repurchase Intention for Business-to-Business Services[ D]. Georgia:Georgia State University, 1998.
6Grenholdt L, Martensen A, Kristensen K .The relationship between customer satisfaction and loyalty: Cress-industry differences[J].Total Quality Managemen, 2000, 11(July): 509--514.
7Thibaut J W, Harold H K. The Social Psychology of Groups[M]. New York: John Wiley & Sons, 1959.
8Rusbult C E. Commitment and satisfaction in romantic associations: A test of the investment model[J]. Journal of Experimental Social Psychology, 1980, 16:172--86.
9Ganesan S. Determinants of long-term orientation in buyer-seller relationships[J]. Journal of Marketing, 1994, 58(2) : 1--19.
10Oliver R L, Swan J E. Consumer perceptions of interpersonal equity and satisfaction in transactions: A field survey approach[J].Journal of Marketing, 1989, 53(April) : 21--35.

科技管理研究

2007年第10期

内容加载中请稍等...