新创企业顾客关系品质与成长绩效关系研究——基于内部能力提升与应用视角的理论分析

Study on the Relationship between Customer Relationship Quality and Growth of New Venture——Theoretical Analysis from the Perspective of Internal Capability Upgrade and Application

结合新创企业及其成长特征,从内部能力提升与应用视角研究顾客关系品质与成长绩效关系发现,新创企业顾客关系品质与内部能力均对成长绩效具有正面影响,但新创企业顾客关系品质主要通过影响内部能力提升而对成长绩效产生正向间接影响,是成长绩效间接影响因素,而内部能力则是成长绩效直接影响因素,并在顾客关系品质与成长绩效之间扮演中介传导的角色。

Based on new relationship quality and ventures and its features, this paper studies the relationship between customer growth performance from the perspective of internal capability upgrade and application. The study found that customer relationship quality and internal capability has a positive influence on growth performance, but customer relationship quality as an indirect factor only influences growth performance indirectly. The study also found that internal capability is a direct factor playing the role of mediator between customer relationship quality and growth performance.