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论电子商务环境下客户关系管理的变化 被引量：1

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摘要 与传统方法相比,电子商务环境下客户关系管理发生了重大的变化。这种变化不仅体现在客户通过网络自我服务来实现与企业的交流,而且体现在企业通过培养大批忠诚顾客实现利润最大化。
作者 濮小金
机构地区 解放军信息工程大学理学院
出处 《消费导刊》 2010年第3期131-132,共2页
关键词 电子商务环境 客户关系 变化
分类号 F274 [经济管理—企业管理]
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  • 1Ajzen, I.. The Theory of Planned Behavior. In E. A. Locke (ed.). Organizational Behavior and Human Decision Processes, Vol 1991, (50): 179-211.
  • 2Andreasen, A.R.. Consumer Complaints and Redress: What We Know and What We Don't Know. In E.S. Maynes (ed.). The Frontier of Research in the Consumer Interest. Columbia, MO: University of Columbia and American Council of Consumer Interest, 1988: 675-725.
  • 3Bearden, W. O. and J. E. Teel.. Selected Determinants of Consumer Satisfaction and Complaint Reports. Journal of Market[2]Bitner, Mary Jo, Bernard M. Booms, and Mary Stanfield Tetreault (1990). The Service Encounter: Diagnosing Favorable and Unfavorable Incidents. Journal of Marketing, 1983, 54(1): 71-84.
  • 4Blogdett, Jeffrey G. and Donald H. Granbois. Toward an Integrated Conceptual Model of Consumer Complaining Behavior. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 1992, (5): 93-103.
  • 5Bolfing, Claire P.. How Do Consumers Express Dissatisfaction and What Can Service Marketers Do About It? The Journal of Services Marketing, 3(Spring), 1989: 5-23.
  • 6Day, Ralph L. and Muzaffer Bodur. Consumer Response to Dissatisfaction with Services and Intangibles, in H. Keith Hunt (ed.). Advances in Consumer Research, Ann Arbor, JJ: Association for Consumer Research, 1978, (5): 263-72.
  • 7Day, Ralph L. and Laird Landon. Toward a Theory of Consumer Complaining Behavior, in Arch G. Woodside, Jagdish N. Sheth, and Peter D. Benett (eds.). Consumer and Industrial Buying Behavior. New York: North-Holland, 1977: 426-37.
  • 8East, Robert. Complaining as Planned Behavior. Psychology and Marketing, 2000, 17(12): 1077-1095.
  • 9Fornell, Claes and Birger Wernerfelt. Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis. Journal of Marketing Research, 24(November), 1987: 337-46.
  • 10Godwin, Beth, Paul G. Patterson, and Lester W. Johnson. Emotion, Coping and Complaining Propensity Following a Dissatisfactory Service Encounter, Journal of Satisfaction, Dissatisfaction and Complaining Behavior, 1995, (8): 155-63.

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消费导刊
2010年 第3期

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